Hillside Motors: Your Complaint Resolution Guide

At Hillside Motors Limited, the commitment to providing a high level of service is paramount. However, we understand that there may be occasions where a customer feels the need to express dissatisfaction. This guide is designed to walk you through the process of making a complaint, ensuring your concerns are heard and addressed in a structured and professional manner. We believe in transparency and providing clear pathways for resolution, especially when dealing with financial services related to your vehicle purchase.

Understanding the Complaint Process

Hillside Motors Limited operates under the strict regulations of the Financial Conduct Authority (FCA), FRN: 667745. This means that not only are we committed to excellent customer service, but we also adhere to stringent guidelines for handling customer feedback, including complaints. Our aim is to resolve any issues internally before they need to escalate further. This process is designed to be fair, efficient, and transparent for all parties involved.

The first and most crucial step in resolving any issue is to formally lodge your complaint directly with Hillside Motors. This ensures that our dedicated team can investigate the matter thoroughly and attempt to find a satisfactory resolution. We value your feedback as it helps us to continuously improve our services and the experience we offer to all our customers.

How to Lodge Your Complaint

If you have a reason to make a complaint regarding our service, the correct procedure is to contact Hillside Motors Limited directly. You can do this through their registered address:

Hillside Motors Limited
292-300 Carshalton Road
Carshalton, Surrey
SM5 3QB

When you write to us, please ensure you include as much detail as possible about your concern. This should include:

• Your full name and contact details (phone number, email address).
• The vehicle registration number (if applicable).
• The date or approximate date of the incident.
• A clear and concise explanation of your complaint.
• What you would like us to do to resolve the issue.
• Any supporting documentation you may have (e.g., copies of agreements, correspondence, receipts).

It is advisable to keep a copy of your complaint letter or email for your own records. We recommend sending your initial complaint via recorded delivery if you are posting it, or ensuring you receive an acknowledgement if sending by email.

What Happens After You Complain?

Upon receiving your complaint, Hillside Motors Limited will acknowledge your correspondence promptly. We will then initiate a thorough investigation into the matter. This may involve reviewing your account, speaking with the relevant staff members, and examining any documentation provided. Our goal is to understand the situation from all perspectives to reach a fair outcome. We will endeavour to keep you informed of the progress of our investigation.

We are committed to resolving complaints within a reasonable timeframe. The specific timeframe can vary depending on the complexity of the issue, but we will provide you with an estimated timeframe for our response.

Escalating Your Complaint: The Financial Ombudsman Service (FOS)

We strive to resolve all complaints to our customers' satisfaction. However, if, after our investigation, we are unable to resolve your complaint satisfactorily, you may have the option to refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent service that provides a free and impartial service for resolving disputes between consumers and financial services firms.

The FOS can help if you are unhappy with the final response from Hillside Motors Limited, or if we have not resolved your complaint within eight weeks of receiving it.

How to Contact the Financial Ombudsman Service:

• By Phone: 0845 080 1800
• By Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Online: www.financial-ombudsman.org.uk

When contacting the FOS, you will likely need to provide them with details of your complaint and the steps you have already taken with Hillside Motors Limited. Having your reference number from us (if provided) can be helpful.

Understanding Your Financial Agreement

It's important to remember that all finance arrangements are subject to status and income. Hillside Motors Limited acts as a credit broker, not a lender. We work with a number of carefully selected credit providers who may be able to offer finance for your purchase. We are only able to offer finance products from these specific providers. This means that the terms and conditions of your finance agreement are with the lending provider.

The details of your agreement, such as whether amounts are spread over the term, included in the final payment, or included in the initial payment, are crucial aspects of your contract. If your complaint relates to the terms of your finance, it's important to refer back to your specific agreement document. This document will outline the responsibilities of both you and the lender, as well as the agreed-upon payment structure.

Key Terms Explained:

If you are unclear about any aspect of your finance agreement, we encourage you to contact us so we can provide clarification. Understanding these terms is vital for managing your payments effectively and avoiding potential disputes.

Frequently Asked Questions (FAQs)

Q1: What if my complaint is about the vehicle itself, not the finance?

A1: If your complaint relates to the condition or performance of the vehicle, please contact Hillside Motors Limited directly. We will guide you through the appropriate process for addressing vehicle-related issues, which may involve our service department or the vehicle manufacturer.

Q2: How long will it take for Hillside Motors to respond to my complaint?

A2: We aim to acknowledge your complaint promptly and will inform you of the expected timeframe for a full investigation and response. While we strive for swift resolutions, complex cases may take longer. If we cannot resolve your complaint within eight weeks, you have the right to refer it to the Financial Ombudsman Service.

Q3: Is there a cost to use the Financial Ombudsman Service?

A3: No, the Financial Ombudsman Service is a free service for consumers. They provide an independent and impartial resolution to disputes.

Q4: What information should I include in my complaint letter?

A4: As detailed above, include your contact information, vehicle details (if applicable), a clear description of the issue, desired resolution, and any supporting documents. The more information you provide, the quicker and more effectively we can investigate.

Q5: Can I complain about a third-party finance provider?

A5: Hillside Motors Limited acts as a credit broker. If your complaint is specifically about the actions or decisions of the finance provider itself, you may need to direct your complaint to them in the first instance. However, if your complaint is about our role as a broker in arranging that finance, you should still contact us.

Our Commitment to You

Hillside Motors Limited is dedicated to ensuring a positive experience for all our customers. We take all complaints seriously and view them as opportunities to learn and improve. By following the outlined procedures, you can be confident that your concerns will be addressed with the professionalism and diligence you expect. We are here to help and look forward to resolving any issues you may encounter.

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