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Complaints Policy

At The Drivers Gallery LTD, we are committed to providing high-quality service and customer satisfaction. We value your feedback and take all complaints seriously. This policy outlines how you can make a complaint and how we will handle it.

1. How to Make a Complaint
If you are dissatisfied with any aspect of our service or a vehicle you have purchased, please contact us using one of the following methods:

Email: sales@driversgallery.co.uk
Phone: 01527 368175
Post:
The Drivers Gallery LTD
256 Birmingham Road
Bromsgrove
Worcestershire
B61 0EZ

In Person: You are welcome to visit us at our Bromsgrove dealership to discuss your concerns.

To help us deal with your complaint quickly and effectively, please include the following information:

Your full name and contact details
The vehicle registration number (if applicable)
A clear description of your complaint
What you would like us to do to resolve the issue
Copies of any relevant documents or correspondence


2. What Happens Next

Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it.
Investigation: We will carry out a thorough investigation into your concerns, which may involve speaking with relevant team members and reviewing documentation.
Response: We aim to provide a full written response within 10 working days. If a full response is not possible within this time, we will update you on progress and let you know when you can expect a full reply.
Resolution: If your complaint is upheld, we will offer a fair solution, which may include a repair, refund, or other remedy as appropriate.


3. If You’re Not Satisfied
If you are unhappy with our final response or more than 8 weeks have passed since you first raised the complaint, you may refer your complaint to the Motor Ombudsman or an Alternative Dispute Resolution (ADR) provider.

We are members of The Motor Ombudsman and adhere to its Code of Practice. You can contact them via:
Website: www.themotorombudsman.org
Phone: 0345 241 3008
Email: info@tmo-uk.org

Alternatively, if your complaint relates to financial services (e.g. vehicle finance), you may contact the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk


4. Continuous Improvement
We regularly review all complaints to improve our services and prevent similar issues from occurring in the future.

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Representative Example [PCP]

An OTR Cash Price of £36,995.00 with a deposit of £3,699.50 leaving an amount of credit of £33,295.50. The agreement is resulting a Representative 12.9% APR and a total amount payable of £49,423.64. Payments are based on a duration of agreement of 48 months, with a first monthly payment of £ 621.35, regular monthly payment of £621.35 and a final monthly payment of £16,520.69.

Contact Details

256 Birmingham Road
Bromsgrove
Worcestershire
B61 0EZ 01527 368175

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