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Complaints Procedure & Policy
Sims Suzuki
At Sims Suzuki, we are committed to delivering the highest standards of customer service. However, we recognise that on occasion things may not go as expected. When this happens, we take complaints seriously and view them as an opportunity to resolve concerns promptly, fairly and transparently.
As a member ofThe Motor Ombudsman, we adhere to the relevant Codes of Practice and operate a structured complaints procedure to ensure every concern is handled professionally.
Our Commitment to You
- To acknowledge your complaint promptly
- To investigate your concerns thoroughly and impartially
- To keep you informed throughout the process
- To provide a clear and reasoned response
- To resolve matters as quickly as possible
We aim to treat all customers fairly, courteously and without discrimination.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, vehicle purchase, finance introduction, servicing, repairs, warranty or aftersales support, please contact us in the first instance so we can attempt to resolve the matter directly.
Contact Details
Complaints should be directed to:
Stuart Bromley
Email:stuartbromley@stephensims.com
Please include:
- Your full name and contact details
- Vehicle registration (if applicable)
- Date of purchase or service
- A clear description of your concern
- Any supporting documentation (invoices, agreements, photographs etc.)
Providing full details at the outset will help us investigate your complaint efficiently.
What Happens Next?
1. Acknowledgement
We will acknowledge receipt of your complaint promptly, typically within 3 working days.
2. Investigation
Your complaint will be investigated thoroughly. This may involve reviewing documentation, speaking with relevant members of staff and, where necessary, inspecting the vehicle or work carried out.
3. Response
We aim to provide a full written response within 14 working days. If the matter is complex and requires additional time, we will keep you informed and provide an expected timescale for resolution.
Our response will clearly outline:
- The outcome of our investigation
- Any actions we propose to take
- Our reasoning behind the decision
If We Cannot Resolve Your Complaint
We always aim to resolve complaints internally. However, if you remain dissatisfied with our final response, you may refer the matter to:
The Motor Ombudsman
The Motor Ombudsman is the automotive dispute resolution body for the UK and provides an independent Alternative Dispute Resolution (ADR) service.
You can contact them via:
- Website:www.themotorombudsman.org
- Telephone: 0345 241 3008
The Motor Ombudsman will review the case in line with their applicable Code of Practice and provide an impartial decision.
Please note that you must allow Sims Suzuki the opportunity to resolve your complaint before escalating it to The Motor Ombudsman.
Finance Complaints
If your complaint relates specifically to a regulated finance agreement arranged through Sims Suzuki (where we act as a credit broker and not a lender), we will investigate your concern in accordance with Financial Conduct Authority (FCA) guidelines.
If your complaint remains unresolved, you may also have the right to refer the matter to the Financial Ombudsman Service (FOS), depending on the nature of the complaint and your eligibility.
We will advise you of your rights in our final response where applicable.
Continuous Improvement
All complaints are recorded, reviewed and monitored to help us improve our processes, training and overall customer experience.
We value customer feedback and are committed to maintaining the high standards expected of a franchised Suzuki dealer and a member of The Motor Ombudsman.
Sims Suzuki
Darlington, County Durham
Committed to fair, transparent and professional customer service at every stage of your ownership journey.
