Customer Complaints Policy

Our aim

Bell & Colvill is committed to providing courteous and professional customer care at all times and ensuring our customers are treated fairly. Therefore, if you think we may have made a mistake or feel that we do not meet your expectations, we want to know so that we can investigate the matter.

All comments are treated seriously and we endeavour to resolve any concerns promptly and fairly.

Making us aware of your concerns

If you have a concern or complaint, please contact

The Dealer Principal
Bell & Colvill (Horsley) Limited
Epsom Road
West Horsley
near Leatherhead
KT24 6DG.

You can also email us: customersatisfaction@bellandcolvill.com

How we respond

We acknowledge the complaint within five business days of receipt

We investigate and keep customers informed of progress

We send a final or holding response within 14 days

We will write to acknowledge receipt of your concern and advise you of the name of the person assigned to handle the matter. Our aim will be to investigate and resolve your concern as promptly as we can.

For more complex cases, it may take longer to investigate the matter. In such cases we will keep you informed of progress and issue a final or holding response within four weeks.

When your complaint cannot be resolved

After receiving our final response or holding response you can contact below dispute resolution services if you remain dissatisfied.

These services are completely independent and were set up to help settle individual disputes.
 

Complaints not related to Financial Services:

National Conciliation Service

For details of this service you can contact them via www.nationalconciliationservice.co.uk

Complaints related to Financial Services:

Financial Ombudsman Service

Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.