Important Message

Complaint Procedure

At Henson Motor Group each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

  1. We will acknowledge your complaint within 3 working days of receipt of your complaint.
  2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
  4. If more than 8 weeks from the date of your complaint have passed and you haven't received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

    Financial Ombudsman Service (FOS)
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR

    T: 0800 111 6768 (freephone)
    or 0300 500 8082