Customer Complaints Policy
Hatfields take pride in the service we provide, not only at our dealerships but also through all interactions with our customers.
If you would like to praise one of our team, offer a suggestion or have a complaint, the first port of call is always our General Manager at the dealership, although we are a group we run each business individually and these people are best placed to answer your concern or thank you for your feedback.
We will respond to all correspondence within 24 hours, and we will always aim to resolve any complaint as soon as possible. And whilst we do not have a Head Office complaints department, if you do not gain a satisfactory response from the retailer, then you should contact Hatfields Head Office and one of our Senior Management will take ownership of your issue and work to resolve the complaint. Most issues are resolved within 24 hours of receipt but more complex problems can take longer.
Hatfields Head Office – Contact Details:
Hatfields, Thornton Road, Pickering, North Yorkshire, YO18 7JX.
Where a complaint cannot be resolved, once you have exhausted our internal process you may refer the dispute to the following ADR processes:
Where your complaint does not relate to a financial service, THE NATIONAL CONCILIATION SERVICE is approved by the Chartered Trading Standards Institute (CTSI) to provide conciliation services as an accredited Alternative Dispute Resolution (ADR) provider under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. You can visit their website at https://www.nationalconciliationservice.co.uk/ email them at [email protected] or write to National Conciliation Service, Santis House, Curriers Close, Coventry CV4 8AW.
Where your complaint relates to Financial Services, the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at [email protected] or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Hatfields Head Office: McLean & Appleton (Holdings) Ltd, Hatfields, Thornton Road, Pickering, North Yorkshire, YO18 7JX.
Registered in England No: 02389924.
