Customer Complaints Procedure

Delivering outstanding customer service is a top priority for New Broad Street Motors, as is ensuring our customers are fully satisfied.
We strive toavoid any inconvenience to you; however, there may be times when issues arise.
Rest assured, we are committed to resolving any complaints to yoursatisfaction and will work diligently to handle your concerns in a fair, consistent, and timely manner.

What we need from you in the event of you raising a complaint:

• Vehicle details – Registration Number, Make & Model
• Complaint – a clear written statement of what your complaint is about and the expectation or resolution you require.
• For Finance and Insurance complaints, please email: complaints@nbsm.co.uk
• For Data Protection complaints please email: complaints@nbsm.co.uk
• For vehicle or mechanical related complaints, please contact the relevant site’s Head of Business
• For any other matters, including more general issues, then again contact the relevant site’s Head of Business

What happens next?

We will acknowledge your written complaint in 5 working days.
We will investigate and provide a written response within 4 weeks.
If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.

Final response:

We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks, or explain why and how much further time is required.
The final outcome letter will include:
• Our decision and reason as to whether the complaint has been upheld or rejected.
• Details of any redress/remedial action being (or that has been) taken.
• Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.

If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.

If your complaint relates to Discretionary Commission Arrangements, then the FCA have paused the 8-week time limit. This means, for complaints received between 17th November 2023 and 25th September 2024 inclusive, we will acknowledge your complaint but will not provide a final response until the FCA has provided further guidance. You can find further information at: https://www.fca.org.uk/carfinance

Contact details you may need
The issuing of the Final Response Letter ends our formal complaints procedure. If you are still dissatisfied you may refer your issue to the Financial Ombudsman Service by:
Email: complaint.info@financial-ombudsman.org.uk
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
If your complaint is mechanically related to the vehicle then you have the right to refer to The Motor Ombudsman (TMO) Service.
Web: www.themotorombudsman.org
Phone: 0345 241 3008
In writing: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO).
For a Data Protection issue, you have the right to lodge a complaint with a Data Protection Regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are below:
Phone: 0303 123 1113
Email: casework@ico.org.uk
In writing: Information Commissioners Office, Wycliffe House, Waters Lane, Wilmslow, Cheshire, SK9 5AF.