Complaints Policy

Give Us a Chance to Make Things Right:

At The Manchester Motor Company, we understand that mistakes can happen, and we value the opportunity to address any concerns you may have. We are committed to providing exceptional service, and if you encounter any issues with our products or services, we encourage you to allow us the chance to make things right. Our complaint procedure is designed to address your concerns promptly and effectively. Here's how:

1.Direct Communication:

In the first instance, we encourage customers to raise their concerns directly with the staff at the point of service, whether it be with your sales representative, service advisor, or any other member of our team. They are trained and will do their best to address your issue promptly.

2. Customer Service Department:

If your concern is not resolved to your satisfaction at the point of service, you can contact our Customer Service Department. You can reach them via phone, email, or in person at our dealership during business hours. Our customer service representatives are trained to handle complaints effectively and will work with you to find a resolution.

3. Formal Complaint Submission:

If you feel that your complaint has not been adequately addressed by our Customer Service Department, you have the option to submit a formal complaint in writing. You can do this by sending an email to our email address headed "complaints". Please provide as much detail as possible about the nature of your complaint, along with any relevant documentation. We aim to acknowledge receipt of your complaint within 3 to 5 working days.

4. Escalation to Management:

If your complaint remains unresolved after following the above steps, you may request to escalate the matter to the management level. Our management team will conduct a thorough review of your complaint and work towards finding a satisfactory resolution.

5. Regulatory Authorities:

If you are dissatisfied with the outcome of our internal complaints process, you have the right to escalate your complaint to relevant regulatory authorities or consumer protection agencies.

6. Feedback and Follow-Up:

Throughout the complaints handling process, we welcome your feedback on how we can improve our services and prevent similar issues from occurring in the future. After your complaint has been resolved, we may follow up with you to ensure that you are satisfied with the outcome.

At The Manchester Motor Company, we are committed to providing transparent and efficient procedures for handling customer complaints. Your feedback is valuable to us, and we appreciate the opportunity to address any concerns you may have.