Updated: 22 March 2021
1. 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:
This policy only applies to complaints about your vehicle purchase. If you have a complaint about finance and/or insurance, please refer to and follow our Finance and Insurance Complaints Procedure
2. 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.
3. Our Standards
4. How to complain
Complaints can be made and received in a variety of ways; by phone, email or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.
5. What information is required when making a complaint?
Please provide the following:
6. How to contact us?
Marshall Motor Group
699 Newmarket Road