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 Head of Business 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 answer any complaint in full within 48 hours of receipt. If you do not gain a satisfactory response then you should contact Hatfields Head Office and the appropriate Director 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.
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, Motor Codes CTSI certified Alternative Dispute Resolution (ADR). Their consumer helpline is available on 020 7344 1651 or you can visit their website at https://www.themotorombudsman.org/consumers/make-a-complaint.
- 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.