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At Chippenham Motor Company, our aim is to provide the best service possible to our customers and we welcome feedback both positive and negative if it helps improve the service we can provide. If you feel that in your experience there was something more we could have done, then in the first instance we ask that you contact us to give us the opportunity to put things right.

How do I register a Complaint?

If you are unhappy with the service we have provided, please let us know. To make this as easy as possible, there are a number of ways in which you can do this:

  • Via our Customer Experience Manager on: Phone 01249 444000 (Mon – Fri 08:30 - 17:30)
  • Via email: customercare@cmcmail.co.uk
  • By writing to us: Customer Experience Manager Chippenham Motor Company, Bumpers Way, Bumpers Farm Industrial Estate, Chippenham SN14 6LF

The following information will assist us in dealing with your Complaint quickly:

  • Your full name
  • Your vehicle registration number (if applicable)
  • The name of the dealership/department and/or person you have dealt with
  • A description of your concerns or questions
  • What we can do to put things right
  • The best contact details for us to come back to you on

Our aim is to investigate your concerns as quickly and efficiently as possible through our set processes and procedures.

Financial Ombudsman Service:

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service. 

This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

The Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR

Tel: 01452671560
Email: complaints@automotive-compliance.co.uk 

Motor Industry Code of Practice:

Chippenham Motor Company are subscribed to the Motor Industry Code of Practice for New/Used Cars and Service & Repair. The Chartered Trading Standards Institute and Motor Codes (a self-regulatory body for the automotive sector) are partners, providing Government-backed codes of practice for garages.

As a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, there is an alternative platform to pursuing through court. Motor Codes is an Alternative Dispute Resolution (ADR) provider which will provide you with free impartial advice and Chippenham Motor Company are fully committed to any correspondence with them.

For details of this service you can call the dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0800 692 0825, submit an enquiry or complaint via the website https://www.themotorombudsman.org/ or write to Motor Codes Ltd, 71 Great Peter Street, London, SW1P 2BN.

Automotive Compliance:

Regulated Complaints Post:

Automotive Compliance Ltd,
The Factory, 44 Alfred Street,
Gloucester,
GL1 4DD
Telephone: 01452671560
E-mail: complaints@automotive-compliance.co.uk

 
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Chippenham Motor Company Ltd is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd's permissions as a Principal Firm allows Chippenham Motor Company Ltd and MRG to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.

Chippenham Motor Company Ltd is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd's permissions as a Principal Firm allows Chippenham Motor Company Ltd and MRG to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.
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