You can be assured that we take all of our customer’s needs and requirements seriously in order to provide the industry leading level of customer satisfaction you can expect from the Cox Motor Group.
We deal with 1,000's of customers every year. We would, of course, be slightly naive to think that we get it perfect every time and, on the other hand, sometimes recognition for excellence gets overlooked.
This is why we love to hear from you, to help us either improve our business or give a note of recognition should you feel it is deserved.
This procedure explains how to make a complaint, how it will be handled, and what you can expect.
1. Purpose
This Customer Complaints Policy sets out how Cox Motor Group handles customer complaints in a fair, transparent, timely, and consistent manner. The policy is designed to ensure compliance with UK consumer law, franchise standards, and industry best practice, while maintaining high levels of customer satisfaction and trust.
2. Scope
This policy applies to all complaints received from retail and business customers relating to:
Vehicle sales (new and used)
Finance, insurance, and ancillary products
Servicing, repairs, MOTs, parts, and warranty work
Customer service and aftersales experience
Online, telephone, or in-person interactions
3. Our Commitment
We are committed to:
Treating all complainants with courtesy and respect
Handling complaints promptly and fairly
Investigating complaints thoroughly and objectively
Communicating clearly throughout the process
Using complaints as an opportunity to improve our products and services
Raising a complaint will not prejudice a customer’s right to receive future services.
4. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, made by a customer about our products, services, staff, or procedures, where a response or resolution is explicitly or implicitly expected.
5. How Customers Can Make a Complaint
Customers may raise a complaint through any of the following channels:
We encourage customers to provide as much detail as possible - including:
Relevant dates
Vehicle registration numbers
Invoice numbers
Supporting evidence
6. Complaint Handling Procedure
Stage 1 – Initial Resolution – if made in person
Complaints should be raised with the relevant department (Sales or Aftersales) in the first instance.
Wherever possible, staff will aim to resolve complaints immediately or within 2 working days.
If resolved at this stage, the outcome will be explained to the customer and recorded internally.
Stage 2 – Formal Investigation – if escalated from Initial Resolution or made via email, website or in writing.
If the complaint cannot be resolved immediately or the customer remains dissatisfied:
The complaint will be escalated to a Manager or the designated Complaints Handler.
A written acknowledgement will be issued within 5 working days.
A full investigation will be carried out, including reviewing documentation, speaking with staff, and assessing relevant policies and legal obligations.
A written response will normally be provided within 14 working days, explaining findings and any proposed resolution.
Stage 3 – Senior Management Review
If the customer remains dissatisfied:
The complaint may be escalated to the Dealer Principal or Senior Management.
A final written response will be issued within 28 days of escalation, outlining our final position.
7. Remedies and Resolutions
Where a complaint is upheld, appropriate remedies may include:
An apology
Correction of an error
Repair, replacement, or rework
Refund or partial refund
Goodwill gesture (where appropriate)
Any remedy offered will be proportionate, fair, and compliant with consumer legislation.
8. Alternative Dispute Resolution (ADR)
If a complaint cannot be resolved internally, customers may have the right to refer the matter to an approved Alternative Dispute Resolution (ADR) provider, depending on the nature of the complaint.
Details of the relevant ADR provider (e.g. Motor Ombudsman or Financial Ombudsman Service for finance-related complaints) will be provided in our final response where applicable.
9. Record Keeping and Continuous Improvement
All complaints will be logged and retained in accordance with data protection requirements.
Complaint data will be reviewed regularly to identify trends and areas for improvement, including root cause analysis.
Lessons learned will be shared with staff and used to improve processes and training.
10. Data Protection and Confidentiality
All complaints will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information will be used solely for the purpose of resolving the complaint and improving our services.
11. Staff Responsibilities
All employees are responsible for:
Taking complaints seriously
Escalating complaints appropriately
Cooperating fully with investigations
Treating customers fairly and professionally at all times
Managers are responsible for ensuring this policy is implemented effectively.
12. Policy Review
This policy will be reviewed at least annually, or sooner if required due to changes in legislation, franchise requirements, or business operations.
This website uses cookies to enhance your experience.
