Complaints Procedure

At EMG we aim to deliver an exceptional customer experience, through highly trained competent staff, who care about customers for life.

Whilst we strive to excel in everything we do we acknowledge that sometimes things go wrong. We love feedback, as it helps us to learn and improve as well as giving us the chance to put things right.

If you are unhappy about any aspect of the service we have provided or the product that you have purchased, then please do get in touch and we will look into your concerns and see what we can to put things right.

Please contact us on any of the below details, however suits you. Please include your vehicle registration number and date of purchase or service.

Phone: 01284 775900

Email: customer.service@emgmotorgroup.com

Letter: EMG Motor Group, 3-5 Fornham Road, Bury St Edmunds, Suffolk IP32 6AL

Responding to you

Where possible we will respond to your correspondence within 3 business days (Monday-Friday). 

If the above is not possible we will then follow our formal complaints procedure as below.

  1. We will acknowledge your correspondence in writing (by letter and/or email) within 5 business days (Monday to Friday).
  2. We will fully investigate any issues raised and then provide you with a written response (by letter and/or email). This will be headed Final Response. We have up to 8 weeks to send the Final Response letter to you.

Resolving

We will always aim to resolve issues internally, however if it cannot be resolved between us, or you do not agree with our final response, you may refer your complaint to the following Alternative Dispute Resolution firms.

For non-financial complaints: EMG are subscribed to The Motor Ombudsman for new and used car sales, service and repair. You can refer your complaint within 12 months of receiving our final response.

The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first Ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.

For more information on this free service, including how to contact The Motor Ombudsman can be found at www.themotorombudsman.org

For financial complaints: you can refer your complaint to The Financial Ombudsman Service within 6 months of receiving our final response. This service is completely free to use and further information can be found at www.financial-ombudsman.org.uk

Data Protection

If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However in order for us to correspond freely with them, you will need to provide your authority for us to do so. We cannot deal with any third party on your behalf unless we are satisfied that you have actually instructed them in the matter.

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