Complaints
If something has gone wrong, tell us.
We would rather hear it from you than lose you. Here is how a complaint is handled, how long each step takes, what our final response contains, and where you can go if you are still not satisfied.
- Acknowledged within 2 working days
- Final response within 8 weeks
- No charge to complain
- Your claim keeps moving
The procedure
Four steps, with the clock on each
Plain English. No forms to fill in unless you want to. Working days means Monday to Friday, not bank holidays.
Any time
Tell us
Email, call, write, message your handler or say it in person. Give your name, your claim reference if you have one, what went wrong and what you would like us to do.
Within 2 working days
We acknowledge
You get a written acknowledgement with the name of the person handling it, how to reach them, and a copy of this procedure.
Usually within 4 weeks
We look into it
We read the file, listen to any calls, and ask you for anything we are missing. If we need longer we write to you and say why, and when to expect an answer.
Within 8 weeks
Final response
A written final response. If we got it wrong we say so and set out what we will do to put it right. If we disagree, we explain why, and we tell you what you can do next.
Most complaints are sorted at step 2 or 3, by a phone call and a fix. You still get everything in writing, so there is a record of what was agreed.
How to complain
Reach the complaints team
- info@courtesycars.net
- 020 7052 5403
- Courtesy Cars Group UK Ltd, 44 Syon Lane, Isleworth, TW7 5NQ
Put “Complaint” in the subject line of an email so it is logged on the day it arrives. You can also raise it with your handler, or in the message thread on your claim in the portal. It is logged the same way.
What helps
Include these if you can
- Your name and your claim reference
- What happened, and the dates
- Who you spoke to, if you remember
- What you would like us to do about it
- Copies of anything relevant, for example letters or messages
- How you would like us to reply: email, phone or letter
Do not worry if you do not have all of this. Send what you have and we ask for the rest.
The final response
What “final” means
One letter that closes our procedure. It always contains these five things.
What you complained about
In your words, so you can check we understood it.
What we found
The dates, the calls and the documents we looked at, and what they showed.
Our decision and why
Upheld, partly upheld or not upheld, with the reasons in plain English.
What we will do
Any apology, correction, refund or change to how your claim is handled, and by when.
Where you can go next
Which external body, if any, can look at your complaint, and the time limit for going to them.
Who handles what
Some complaints belong to someone else
We say so straight away rather than sitting on it.
About us
The car, the delivery, our handling of your claim, our letters, our staff, how we are paid, your data. This procedure applies.
About a solicitor we referred you to
Goes to that firm under its own procedure. We can give you their complaints contact, but we do not handle it.
About a repairer or the insurer
If we chose the repairer, tell us and we take it up with them. A complaint about the at-fault insurer's conduct goes to that insurer; we help you put it in writing.
After our final response
If you are still not satisfied
Our procedure is not the end of the road. Once you have our final response, or if 8 weeks have passed without one, you can take it further.
An external body, where one applies
Whether an ombudsman or other external body can look at a complaint depends on what the complaint is about. For example, some complaints about a consumer credit agreement can be referred to the Financial Ombudsman Service, which decides for itself what it can consider. We will tell you in our final response which external body, if any, can look at your complaint, and the time limit for going to them.
financial-ombudsman.org.ukIndependent advice
You can seek free, independent advice at any stage, for example from Citizens Advice. If your complaint is about a solicitor we referred you to, it goes to that firm, not to us.
citizensadvice.org.ukComplaints about your data
If your complaint is about how we have used your personal data, tell us first and we handle it under this procedure. Our privacy policy explains your rights and how to exercise them.
Complaints questions
What people ask before they complain
No. Your car stays, your claim keeps moving and your handler keeps working on it. The complaint is looked at separately, by someone other than the person it is about where that is possible.
No. There is never a charge for making a complaint, and nothing is added to your file or your agreement because you made one.
You should not have to wait that long, and we write to you if we need more time. If 8 weeks pass without a final response, you can treat that as the end of our procedure and take the complaint to any external body we have told you about, or seek independent advice.
Yes. A family member, friend or adviser can complain on your behalf. We will need your written permission before we discuss your file with them.
Yes. Whether an external body can consider a complaint depends on what it is about. We do not decide that, and we will not guess. Our final response will tell you which external body, if any, can look at it, and the time limit that applies.
Tell your handler, email us, or leave a Google review. Feedback that describes something going wrong is logged as a complaint anyway so it gets the same timescales.
If we made a mistake, we say so.
Complaining never affects how your claim is handled. Your car stays, your file keeps moving.