This procedure only applies to complaints about your Sales (vehicle purchase) or Aftersales Experience.
If you have a complaint about finance and/or insurance, please refer to and follow our Finance & Insurance Complaints Procedure

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Purpose and Scope

While 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.

How to complain

Complaints can be made and received in a variety of ways; email or letter, but where possible complaints should be made by using the Sales & Aftersales Experience Complaints Form (see brand logos below), 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.
  
  

Complaints concerning your Sales or Aftersales Experience

a. In the first instance telephone the relevant Department Manager at the store; See phone numbers here: https://www.marshall.co.uk/contact-us/

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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