Have a concern or complaint?

If you have been unable to resolve your complaint with the dealership, please contact our Customer Relations Team as they will work with you and assist you in resolving your problem. Please address your complaint, in writing or email to our Customer Relations Team to:

Write to:
Toomey Motor Group  
Automotive Retail Park,
Cherry Orchard Way
Rochford,
Essex,
SS4 1GP

Email: customerrelations@toomeymotorgroup.co.uk 
Opening hours: Monday to Friday: 8:00a.m. - 6:00 p.m., Saturday: 8:00 a.m. - 1:00 p.m. and Sunday 10:00 a.m. - 4:00 p.m.  

Our plan is to always resolve any complaint at the earliest opportunity, so please help us by sending the information required below:

• Full contact name and address
• Your vehicle registration number
• Daytime telephone number
• Description of your complaint (please include any appropriate documents available, and the individual previously who was dealing with your concern).
• What would be your preferable solution to the problem?

The Customer Relations Team will conduct a full and unbiased investigation into your complaint. Every effort will be made to respond to the customer’s complaint immediately. Please note, some cases may take longer to resolve than others.

If we are unable to resolve your complaint immediately, you will receive the following information below:

• The name and contact details of the person who is dealing with your complaint. This individual would have been informed on the complaint and will ensure it is resolved.
• You will be informed on the progress of your complaint and our aim is to resolve your complaint within 5 working days.
• If we are unable to resolve your complaint within 5 working days, we will explain why we are not in a position to give you a final response to your concern and let you know when we expect to provide it.

Finally, our last response will detail the decision of our investigation into your complaint and we will explain whether it has been accepted or rejected. Whether your case has been accepted or rejected, we will explain the reasons for the decision made.

If you are dissatisfied with our final response or the update provided at 5 working days, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

If you are dissatisfied with our final response or the update provided at 5 working days, for non-insurance and non-consumer credit complaints you can contact the Motor Ombudsman. The Motor Ombudsman Service is free, independent and impartial.

Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0345 241 3008, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.