Complaints Procedure
Customer Complaint Procedure
At Roadside (Garages) Limited , we are committed to delivering exceptional customer service. If you feel we've fallen short, we want to hear from you so we can put things right.
1. How to Make a Complaint
You can contact us using one of the following methods:
- Email: [email protected]
- Phone: 028 7035 6999 (Monday-Friday, 9am-5.30pm)
- Post: Customer Services Manager, Roadside (Garages) Limited, 9 Somerset Road, Coleraine, BT51 3LL
Please Provide:
- Your name and contact details
- Vehicle registration number
- A clear description of the issue
- Any supporting documents (photos, invoices, emails, etc.)
2. What Happens Next?
| Stage | What We Do | Timeframe |
|---|---|---|
| Acknowledgement | We will confirm receipt of your complaint | Within 2 working days |
| Investigation | A manager will review your complaint, investigate the issue, and contact you for clarification if needed | Within 5 working days |
| Response | You will receive a written response with our findings and proposed resolution | Within 10 working days |
If your complaint is complex or requires more time, we will keep you updated and aim to resolve it within 28 days.
3. If You're Not Satisfied
If you're unhappy with our final response, or if 8 weeks have passed without resolution, you can refer your complaint to an independent ombudsman:
Motor Ombudsman
- Website: www.themotorombudsman.org
- Phone: 0345 241 3008
- Email: [email protected]
We are fully committed to the Motor Industry Code of Practice and abide by their rulings.
4. Our Commitment
- We treat all complaints seriously and fairly
- Your feedback helps us improve
- Your personal information will be handled in line with our Privacy Policy
For any queries or further support, please contact our Customer Services team. Thank you for giving us the opportunity to resolve your concern.
Regulated Finance and General Insurance products
If your complaint or dissatisfaction is in relation to Regulated Finance and General Insurance products, you can contact below:
ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
Telephone: 0117 440 3700
Email: [email protected]
Roadside (Garages) Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by
the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and
arranging general insurance contracts and acting as a credit broker not a lender.
We can introduce you to a limited number of finance providers. We do not charge a fee for our Consumer Credit services.
We do not act as a financial adviser, or fiduciary. We act in our own interest, whichever lender we introduce you to, we
will typically receive commission from them based on either a fixed fee or a fixed percentage of the amount you borrow.
Any and all commission amounts will be fully disclosed to you as part of your sales journey. You will be required to
give your fully informed consent to our receipt of this commission. By doing this, you acknowledge that you understand
our role as a credit broker, and that we will receive a financial incentive if you take out a loan from a lender that we
introduce you to.
All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees
may be required.