Marshall Motor Group Complaints Handling Policy

Issued: 30 October 2023

Purpose and Scope

Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Marshall and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

Our standards

  • How to complain
  • How to contact us

This policy only applies to complaints about your vehicle purchase or service experience.

If you have a complaint about finance and/or insurance, please refer to and follow our Finance and Insurance Complaints Procedure

What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

Our Standards

  • We treat all complaints seriously, whatever format they are received in.
  • You will be treated with courtesy at all times.
  • We will deal with your complaint promptly.
  • We will keep you updated and let you know when we expect to be able to reply in full.
  • Complaints received are logged and analysed for business improvement.

How to complain

Complaints can be made and received in a variety of ways; email or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

What information is required when making a complaint?

Please provide the following:

  • Your name, and contact details
  • Which store (and department) you dealt with
  • Vehicle registration, make and model, if applicable
  • Nature of the complaint
  • Dates and times, where known
  • Copies of any supporting documentation, if available.

A. Complaints concerning Sales or Aftersales

a. In the first instance telephone the relevant Department Manager at the store; See phone numbers here:

b. If they are unable to resolve your complaint, please put your complaint in writing (either by letter or email) to the General Manager of the store; or alternatively, fill out the "I have a complaint" form for the relevant department (Sales or Aftersales).

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c. The General Manager will acknowledge your complaint in writing within 7 working days (and update you with details of who is dealing with it) plus, they will ensure that the division’s Franchise Director is informed of your complaint;

d. The General Manager will write to you with their findings within 14 working days; In some cases, we may need more time to respond and if so we will write to you with an update of the situation.

We are confident that the above process will resolve your complaint to your satisfaction, but if you do not feel this is the case having exhausted the process, you are of course at liberty to take external advice and you may refer your complaint to The Motor Ombudsman (TMO) or The National Conciliation Service free of charge:

The Motor Ombudsman
71 Great Peter Street, London SW1P 2BN
0345 241 3008 (option 1)
Email (

The National Conciliation Service

2 Allerton Road, Rugby, Warks CV23 0PA
01788 538317
Email (

B. Complaints concerning Finance and Insurance

If you have a complaint about finance and/or insurance, please refer to and follow our Finance and Insurance Complaints Procedure