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At Croxdale Group, we aim to deliver a high standard of service across all our brands and departments. However, we understand that sometimes things don’t go as expected. When this happens, we want to hear from you so we can put things right.
All customer complaints are handled centrally by Croxdale Group, regardless of which brand or department your concern relates to.
Our approach is simple: to listen, to respond fairly, and to resolve issues as quickly as possible.
We are committed to handling all complaints:
Raising a concern will never affect how you are treated as a customer. We welcome feedback and use it to improve our service.
You can contact us using whichever method is most convenient for you.
Email: customercare@croxdalegroup.com
Post
Croxdale Group
Croxdale
A167
Durham
DH6 5HS
If you raise a complaint by phone or in person, we may ask to follow up in writing so we can fully investigate your concern.
To help us deal with your complaint as efficiently as possible, please include:
If you do not have all of this information to hand, please do not worry. We will work with you to gather what is needed.
We will acknowledge your complaint within 3 working days of receipt and confirm who is responsible for handling it.
Your complaint will be logged centrally and investigated by the appropriate manager or department.
Many concerns are resolved quickly. If further investigation is required, we will keep you informed of progress and let you know if we need more time.
Where possible, we will resolve your complaint promptly.
If this is not possible, we will issue a written response explaining:
We aim to provide a final response within 8 weeks of receiving your complaint. This timeframe follows UK regulatory guidance for complaint handling.
All complaints and feedback are recorded and reviewed centrally. This helps us to:
If your complaint relates to a regulated finance or insurance product, it will be handled in line with Financial Conduct Authority requirements.
Croxdale Group works with an independent compliance provider to manage FCA-regulated complaints.
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone: 01452 671 560
Email: complaints@automotive-compliance.co.uk
If your complaint cannot be resolved within 8 weeks, or if you are unhappy with the final response, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial services providers.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
If your complaint relates to vehicle sales, servicing, repairs or warranties and remains unresolved after our final response, you may be able to refer it to The Motor Ombudsman.
The Motor Ombudsman is the UK automotive dispute resolution body, approved by the Chartered Trading Standards Institute.
The Motor Ombudsman
Telephone: 0345 241 3008
Website: www.themotorombudsman.org
Eligibility and referral details will be confirmed in our final response to you.
Any referral to an independent dispute resolution body will be reviewed impartially and at no cost to you.
Using an ombudsman service does not affect your statutory rights.
We want raising a concern to feel straightforward, not stressful.
If something hasn’t met your expectations, please contact us and give us the opportunity to help.