At Lookers we endeavour to continually develop and improve the service we provide to our customers.

If you have feedback regarding your experience that you would like to share with us, whether that be recognising a member of our team or an idea to help us improve our customer service, contact us today on one of the below methods:

Email: CustomerFeedback@Lookers.co.uk

Write to us: Fleet Financial, 7 Mallusk Drive, BT36 4GX

Call us: 02890 849777

If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone.

You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:

• Vehicle & Aftersales Complaints

• Finance Complaints

• Data Complaints

How to contact our Customer Service and Complaint Resolutions Team

Call us: 0191 298 1425

Email us:

For complaints about the vehicle and/or aftersales either before or after the sale, please email VehicleComplaints@lookers.co.uk

For complaints about finance or how we have handled your data, please email FandIComplaints@lookers.co.uk

Write to us:

Customer Service and Complaint Resolutions Team,

Lookers House,

3 Etchells Road,

West Timperley,

Altrincham,

WA14 5XS

When you can expect a response:

For all complaints we will acknowledge your complaint within 5 working days of receipt.

For vehicle and sales complaints:

In most cases the relevant dealership or department will be responsible for attempting to resolve your concern within 3 business days of the complaint acknowledgement. We will contact you to discuss your complaint and seek a resolution which is fair and reasonable.

For data complaints:

Within 30 days we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation.

For finance complaints:

Within 8 weeks we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation

All complaints received are treated with confidentiality and in accordance with the requirement of data protection legislation

We will strive to acknowledge your complaint in writing within 2 business days of receipt and investigate your complaint fully and impartially obtaining all information as necessary

Many concerns can be dealt with straight away but sometimes it is necessary for us to investigate the matters you have raised in more detail.

Vehicle & Aftersales Complaints

 Whether you have contacted the dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern within 3 business days from the date we acknowledge your complaint.

If your concern has not been resolved within 14 days, it will be automatically escalated to the operational director in charge of the dealership's division.

If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Motor Ombudsman (TMO) or The National Conciliation Service free of charge:

The Motor Ombudsman (UK Only)

Website: themotorombudsman.org

Telephone: 0345 241 3008 (option 1)

Address:

The Motor Ombudsman

71 Great Peter St,

London

SW1P 2BN

Email: Using their web enquiry form on the Contact Us page of TMO Website here.

The National Conciliation Service (UK Only)

Website: nationalconciliationservice.co.uk

Telephone: 01788 538 317

Address:

NCS

2 Allerton Road

Rugby

CV23 0PA

Email: contact@nationalconciliationservice.co.uk

Finance Complaints

Within 8 weeks we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.

Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint.  In both circumstances, we shall provide a full explanation of how we have reached a decision.

We will always strive to investigate and resolve your complaint promptly and fairly. However, if you are not satisfied with how we respond to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. You must do so within 6 months of our final response to you.

The Financial Ombudsman Service is a free, independent service available to customers who have a complaint about a financial product or service. The address, website and contact details of the Financial Ombudsman Service are as follows:

Website: financial-ombudsman.org.uk

Telephone:

0800 023 4567

0300 123 9123

Address:

Exchange Tower,

London

E14 9SR

Email: complaints.info@financial-ombudsman.org.uk

For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: http://www.financial-ombudsman.org.uk/publications

Alternatively, you may refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and offers a free Conciliation Service. The Conciliation Service will investigate potential breaches of the Code of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations and as members, we must comply with their rulings. Further details may be found at:

www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

You may contact the BVRLA by:

Email: complaint@bvrla.co.uk

Writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP7 0DD

Data Complaints

Within  30 days we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.

Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint.  In both circumstances, we shall provide a full explanation of how we have reached a decision.

If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only):

The Information Commissioner's Office (ICO) (UK Only)

Information about how to make a complaint the ICO can be found here.