Complaints Procedure

We hope that you are pleased with your experience at Snows, and that you will never have reason to complain. However, occasionally mistakes and misunderstandings can occur. When they do, we want to know about it so we can try to put matters right and use what you tell us to prevent it happening again. 

Complaint handling and dispute resolution process

In the first instance we would recommend you speak to a manager at the dealership, as they are often in the best position to resolve any concerns you may have. Alternatively you can contact Snows Limited directly on 02380 788789, or write/e-mail us:

Customer Service
Group Marketing, Snows Limited
Botley Road
Hedge End
Southampton
SO30 2RA

customer.services@snowsgroup.co.uk

Please provide the following:

  • Your name and contact details
  • Vehicle registration, make and model (if applicable)
  • A clear description of your complaint
  • Dates and times (where known)
  • Details of what you would like us to do to rectify the situation; and
  • Copies of any supporting documentation (if available).

Our commitment to you

We will thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly.

Should your complaint relate to a finance agreement or insurance product we will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint ; or:

  • within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
  • keep you updated on the progress of your complaint, and
  • within 8 weeks of receiving your complaint, we will either:
  • write to you with our final response and the reasons for providing this response, or
  • explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
  • in each case provide you with the contact details for the Financial Ombudsman Service.


Alternative Dispute Resolution

At Snows we believe we operate in a fair, open and transparent manner and have therefore committed to standards set in The Motor Industry Code of Practice for Vehicle Sales, along with Service and Repair. Should you ever feel the need and your complaint does not relate to finance or insurance products, you can refer your dispute to The Motor Ombudsman, who are the self-regulatory body for the Motor Industry that can provide independent advice and guidance.

The Motor Ombudsman will offer free impartial advice and when appropriate, provide a CTSI certified Alternative Dispute Resolution (ADR) service that we are fully committed to in the event you are not satisfied with the outcome of a dispute.

The Motor Ombudsman can be contacted at:

The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Telephone: 0345 241 3008 (option 1)
Email: consumer@tmo-uk.org
Website: www.themotorombudsman.org/

The Financial Ombudsman Service

If your complaint relates to a finance agreement or insurance product, you may be entitle to refer your complaint to The Financial Ombudsman Service, if you remain dissatisfied with our response. They will consider complaints if you are a private individual, a business enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise if you have the right to refer to the Financial Ombudsman financial Services in our final response.

The address of the Financial Ombudsman Service are;

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 1239 123

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

Website: www.financial-ombudsman.org.uk/

Version 1.1 04.01.2018