Complaints Procedure

Please tell us if you have any cause for a complaint we aim to provide a first class service to all our customers. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied. If you are unhappy with any aspect of our service, we would like to know. Your comments are important to us; they help us to make changes that will ensure we meet your expectations now and in the future.

 

How to make contact

If you have a complaint about any aspect of our service then we would like to hear from you.

You can contact us by phone, in person, in writing or by email at the following address:

 

Lawson Cars

South Bank Road

Middlesbrough

TS3 8AB

 

sales@lawson-cars.co.uk

 

Complaints by e-mail

If you send us a complaint by e-mail, we will usually r espond to your e-mail address.

However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents, so please provide your full postal address in the email.

 

How we will handle your complaint

We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The person you initially contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to resolve your grievance.

 

If, together, we cannot reach an agreement by the end of eight weeks, we will:

 

  • Send you a letter giving you a reason for the delay and an indication of when we expect to provide a resolution 

Or

  • Issue a final response letter, which will explain our final position.

 

If, for whatever reason, you are not satisfied with the outcome of your complaint you should get in touch directly with the person that has handled the matter so far. They will agree the next steps with you.

 

If you are still not satisfied you may refer your complaint to our ADR (Alternative Dispute Resolution) provider, which is The Motor Ombudsman, who will personally investigate the matter.

Enquiry Form