Customer Complaints Procedure at Stoneacre

Stoneacre Motor Group recognises that customer concerns offer us the opportunity to correct problems.

In addition, they frequently provide us with constructive ideas for improving the customer experience, adapting our marketing practices, upgrading services, or modifying promotional materials.

We understand that, however comprehensive our customer commitment and support packages are, that from time to time, with the very mechanical nature of cars, unavoidable problems will arise that may lead to consumer complaints.

Stoneacre Motor Group recognises that customer concerns offer us the opportunity to correct problems.

In addition, they frequently provide us with constructive ideas for improving the customer experience, adapting our marketing practices, upgrading services, or modifying promotional materials.

Stoneacre Motor Group recognises that customer concerns offer us the opportunity to correct problems.

In addition, they frequently provide us with constructive ideas for improving the customer experience, adapting our marketing practices, upgrading services, or modifying promotional materials.

How to raise your complaint

Sales, Non-Insured Products, Service & Aftersales Complaints

In the majority of cases, a complaint about the sale, non-insured products, service or aftersales can be easily resolved at Dealership level. Therefore, in the first instance please contact the General Manager of the dealership (or alternatively the manager of the relevant department you are dealing with). You can do this by either telephoning, writing or by email (contact details can be found here).

If you have already raised a complaint with the Dealership and this remains unresolved, you can contact our Customer Relations Team directly. You can do this by either telephoning, writing or by completing our dedicated form here.

Finance & Insurance complaints

Please contact our Customer Relations Team directly. You can do this by either telephoning, writing or by email (contact details can be found here).

Usually, a complaint about the entering into of the financial agreement would need to be investigated and our final response issued within 8 weeks. However, if the complaint is relating to a Discretionary Commission Arrangement (DCA), please be aware that on 11 January 2024 the Financial Conduct Authority (FCA) introduced a pause to this for 37 weeks (until 25 September 2024) - see guidance here.

On 30 July 2024, the FCA extended this pause to 4 December 2025. See guidance here.

If you are not satisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Usually, you have six months from the date of the final response in which to do so, however for DCA complaints this has been extended to 15 months.

For data related queries/requests

Please see our Privacy Policy for details on how to make such a request.

How to raise your complaint

Sales, Non-Insured Products, Service & Aftersales Complaints

In the majority of cases, a complaint about the sale, non-insured products, service or aftersales can be easily resolved at Dealership level. Therefore, in the first instance please contact the General Manager of the dealership (or alternatively the manager of the relevant department you are dealing with). You can do this by either telephoning, writing or by email (contact details can be found here).

If you have already raised a complaint with the Dealership and this remains unresolved, you can contact our Customer Relations Team directly. You can do this by either telephoning, writing or by completing our dedicated form here.

Finance & Insurance complaints

Please contact our Customer Relations Team directly. You can do this by either telephoning, writing or by email (contact details can be found here).

Usually, a complaint about the entering into of the financial agreement would need to be investigated and our final response issued within 8 weeks. However, if the complaint is relating to a Discretionary Commission Arrangement (DCA), please be aware that on 11 January 2024 the Financial Conduct Authority (FCA) introduced a pause to this for 37 weeks (until 25 September 2024) - see guidance here.

On 30 July 2024, the FCA extended this pause to 4 December 2025. See guidance here.

If you are not satisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Usually, you have six months from the date of the final response in which to do so, however for DCA complaints this has been extended to 15 months.

For data related queries/requests

Please see our Privacy Policy for details on how to make such a request.

How to raise your complaint

Sales, Non-Insured Products, Service & Aftersales Complaints

In the majority of cases, a complaint about the sale, non-insured products, service or aftersales can be easily resolved at Dealership level. Therefore, in the first instance please contact the General Manager of the dealership (or alternatively the manager of the relevant department you are dealing with). You can do this by either telephoning, writing or by email (contact details can be found here).

If you have already raised a complaint with the Dealership and this remains unresolved, you can contact our Customer Relations Team directly. You can do this by either telephoning, writing or by completing our dedicated form here.

Finance & Insurance complaints

Please contact our Customer Relations Team directly. You can do this by either telephoning, writing or by email (contact details can be found here).

Usually, a complaint about the entering into of the financial agreement would need to be investigated and our final response issued within 8 weeks. However, if the complaint is relating to a Discretionary Commission Arrangement (DCA), please be aware that on 11 January 2024 the Financial Conduct Authority (FCA) introduced a pause to this for 37 weeks (until 25 September 2024) - see guidance here.

On 30 July 2024, the FCA extended this pause to 4 December 2025. See guidance here.

If you are not satisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Usually, you have six months from the date of the final response in which to do so, however for DCA complaints this has been extended to 15 months.

For data related queries/requests

Please see our Privacy Policy for details on how to make such a request.