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Complaints / FSA

Complaints Procedure

We always strive to provide a high level of service in all aspects of our business including financial and insurance matters. If, however, you have any cause for complaint, please contact our Dealer Principal in writing, at Motorsales (Harlow) Ltd, Elizabeth Way, Burnt Mill, Harlow, Essex CM20 2HT or phone us on 0845 257 7199. In the unlikely event that you can't settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

Motorsales is an Appointed Representative of ITC Compliance Limited which is Authorised and Regulated by the Financial Services Authority.

We're covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we can't meet our obligations.

This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.Please note that where products and services in this publication are stated as being provided by a named provider, we may choose to offer some or all of them from an alternative provider. The information given here is a summary only. Further details are provided for products we recommend based on your Statement of Demands and Needs.

Our FSA status requires us to offer certain advice to every customer. You also need to be made aware of your obligations to help us complete the administrative procedures involved in the supply of your car.Therefore, if you were unable to see our advisor on these matters on the day you ordered your car, an appointment will be made for you to meet them.

Quality Policy Statement - Motorsales (Harlow) Ltd

This is a statement confirming that the Quality Policy of Motorsales (Harlow) Ltd Quality Management System complies with the requirements of the Standard BS EN ISO 9001:2000.

Senior management will ensure that the service provided will exceed customers needs and expectations by a commitment to continuous improvement in services through clear leadership and will maintain effective communication throughout departments concerned with selling, servicing, repairing, refinishing and preparing vehicles and installing replacement parts including those communications involving suppliers, partners and interested parties.

Senior management is committed to the Quality Management System and will ensure that the documented Company Quality Policy is to achieve objectives and maintain the highest standards in pursuit of excellence and reliability of products and workmanship. Strict adherence to these policies and total compliance with operating procedures are an obligatory requirement of new and current employment.

The company requires and expects ethical behaviour from management and staff and recognises that effective "Management for Quality" is not the sole responsibility of those employed on quality functions; it applies to all Company personnel and demonstrated in training and development programmes.

Quality Objectives are established and reviewed in the Management Review Meeting and all staff informed of the results.