What can I do?
It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to a member of staff on site – she or he might be able to sort out the problem straight away, or if not, they might be able to introduce you to someone who can. If you are still not satisfied, you should move to the formal process.
Making a formal complaint
There are several ways to make a complaint. You can contact us on the phone or face to face, or you can send your enquiry to us in a letter or an email to [email protected] Upon receipt, Cartime will refer your complaint to the individual/department best equipped to respond to your complaint.
Your complaint will be thoroughly investigated and Cartime will provide you with the outcome of such investigations as soon as possible (please allow 7-10 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues and if necessary, you will be given an apology.
If you are not satisfied with the response provided by Cartime, you may be entitled to refer your complaint to The Motor Ombudsman or the Financial Ombudsman Service.
Alternative Dispute Resolution (ADR)
Car Time Motor Co UK Ltd subscribes to the Motor Industry Code of Practice for Service and Repair. If you remain dissatisfied with the outcome of a dispute relating to service and/or repair, then The Motor Ombudsman can provide CTSI certified Alternative Dispute Resolution (ADR.)
Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for customers to solve disputes relating to regulated activity.
The Financial Ombudsman Service will only step in once Cartime has had the opportunity to investigate matters, so please let us try to help you first.
Contact the Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
- 0800 0 234 567 – free for people phoning from a ‘fixed’ line (eg a landline at home)
- 0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.
BVRLA Conciliation Service
The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member's complaints procedure and still remain dissatisfied.