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Snows strive to ensure that the experience of buying, leasing or servicing and maintaining a vehicle is always as smooth as possible. However, in what we know can be a stressful transaction, occasionally things may not always go according to plan. With this in mind, we have a rigorous process to ensure any problems that may arise are resolved as quickly as possible.
All Snows colleagues treat customer satisfaction very seriously and you have our assurance that we will endeavour to resolve any concerns with your best interests in mind.
If you wish to get in touch with us directly in order to address any issues or queries that you may have faced, please select from the links below:
Dealership investigation
In the first instance we try to resolve any issues within the dealership by involving the people who know you and your vehicle best. Please initially contact the Management team at your local dealership to raise any concerns, the relevant manager will then ensure your complaint is dealt with as effectively as possible.
Logging formals complaints
If you feel that your complaint has not been handled appropriately by the team in the dealership, the Customer Services Team at our Head Office would like to know about it, so that we can ensure it is resolved in a timely manner by a member of our Senior Management team.
Management Review
On receipt of your complaint, the Customer Service Team will acknowledge your email, at the very latest within three working days. We will then ask the senior management team (for the dealership involved) to investigate and respond accordingly. The relevant individual investigating will contact you directly to discuss your experience in more detail and work with you personally to bring the matter to a satisfactory close.
Independent Review
We genuinely hope that all concerns raised can be settled amicably between us. However, if you remain dissatisfied you may wish to consult The Motor Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Motor Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.
Should you require any support or wish to discuss this process in more detail, please do not hesitate to contact the Customer Services Team - Customer.Services@snows.co.uk
IMPORTANT NOTE: This procedure does not apply to finance agreements or insurance products that you have received. Details of this process can be found on page 2 of this document.
The below procedures apply only for complaints relating to a finance agreements or insurance product.
Initial investigation
In the first instance we will acknowledge your complaint and provide details of who is handling the case and how to contact them within 24 hours. If your complaint is resolved by close of the third business day following receipt of your complaint, we will send you a Summary Resolution Letter.
If we have been unable to resolve the matter within three business days, we will continue to keep you updated on the progress of your complaint and within 8 weeks* of receiving your complaint, we will either:
In each case you will be provided with the contact details for the Financial Ombudsman Service.
*For complaints specifically relating to payment services, a full response will be sent within 15 days.
Independent Review
We aim to resolve all concerns raised as quickly and efficiently as possible, however, if you remain dissatisfied you may wish to seek redress through The Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.
Should you require any support or wish to discuss this process in more detail, please do not hesitate to contact the Customer Service Team - Customer.Services@snows.co.uk
