COMPLAINTS RESOLUTION

At Underwoods, ensuring our customer have a positive experience is of the upmost importance.

Although rare, we do accept that there is always the chance that a customer may not be completely satisfied with their experience. We therefore champion an ethos on continual improvement and embrace any feedback we receive, encouraging customers to engage with us directly with any issues they may have experienced.

Talk to us

In the event of an issue arising, the first thing we ask is to talk to us about it. We welcome this and promise to make every effort to bring the issue to a full and harmonious resolution.

Please email: customerhelp@underwoodsmotorgroup.com. Please include a brief description of the issue, your name, contact details and vehicle registration number. A senior manager will be in touch promptly to discuss your issue.

After working with us directly, if you have been unable to resolve your complaint, we recommend you seek Alternative Dispute Resolution (ADR) using the independent Motor Ombudsman. Please see below for further details

What is ADR?

Alternative Dispute Resolution is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps the parties to come to an agreement. It offers all parties an easier, quicker and more cost effective mechanism to resolve complaints when compared to the court process.

Motor Industry Code of Practice for New Cars

We subscribe to the Chartered Trading Standards Institute-approved Motor Industry Code of Practice for New Cars.

Complaints Handling

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

For further information you can visit their website at www.themotorombudsman.org or call their Consumer Advice Line: 020 7344 1651 (option 1); lines are open between 9am and 5pm Monday to Friday excluding bank holidays.