Customer Complaints

12th August 2025

Providing an excellent customer service is important to the Sinclair Group, along with the complete satisfaction of our customers. It is never our intention to cause inconvenience to you, but occasionally, something goes wrong. We will always do our utmost to resolve a complaint to your satisfaction and will endeavour to address your complaint in a fair, consistent and prompt manner.

What we need from you in the event of you raising a complaint:

	Vehicle details – registration number, make & model Dealership details – site address and date of purchase Complaint – a clear written statement of what your complaint is about and the expectation or resolution you require. For vehicle, mechanical or any other matters including more general issues, please contact the supplying retailer Head of Business.
	For Finance and Insurance complaints, please email: complaints@sinclairgroup.co.uk
	For Data Protection complaints, please email: dataprotection@sinclairgroup.co.uk

What happens next?

We will acknowledge your written complaint in 5 working days.

We will investigate and provide a written response within 4 weeks.

If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.

Final response:

We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks, or explain why and how much further time is required.

The final outcome letter will include:

• Our decision and reason as to whether the complaint has been upheld or rejected.
• Details of any redress/remedial action being (or that has been) taken.
• Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.

If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.

If your query or complaint relates to Lenders Commission arrangements, then the FCA have paused the 8-week time limit. If you have already complained or raised a query you do not need to do anything. Any new queries or complaints need to be addressed to your individual lender together with the relevant agreement number, car registration number and site you purchased from. You can find further information at: https://www.fca.org.uk/carfinance

Contact details you may need

The issuing of the Final Response Letter ends our formal complaints procedure. If you are still dissatisfied you may refer your issue to the Financial Ombudsman Service by:

	Email: info@financial-ombudsman.org.uk
	In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

If your complaint is mechanically related to the vehicle then you have the right to refer to The Motor Ombudsman (TMO) Service Web : www.themotorombudsman.org Phone: 0345 241 3008.

	Web: www.themotorombudsman.org
	Phone: 0345 241 3008
	In writing: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO).

For a Data Protection issue, you have the right to lodge a complaint with a Data Protection Regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are below:

	Phone: 0303 123 1113
	Email: casework@ico.org.uk
	In writing: Information Commissioners Office, Wycliffe House, Waters Lane, Wilmslow, Cheshire, SK9 5AF.