Complaints Procedure

How do I make a complaint?

We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.

You have a number of ways to contact us; you can call or write to us via post or email, whichever you prefer:

Write to us: Customer Care,Windmill Motors Ltd, Windmill Garage, Main Road, Rippingale, Bourne PE10 0SP

Email us: You can choose to send your complaint to us by email [email protected]Our opening hours are 9:00am and 5:30pm weekdays.

Call us: 01778 440777

We are open 09.00 till 17.30 on weekdays, and 09.00 till 16.00 on Saturdays

*Please note that the transmission of information via the internet (including e-mail) is not completely secure. Although we do our best to protect personal data, any transmission is at your own risk.

What happens next?

Within five working days of receiving your complaint we’ll acknowledge that we have received and are looking into your complaint, and we’ll let you know when you can expect
a response. We will then conduct a full investigation of your concerns (we may call you for further details).

We will then provide a final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This will normally be in writing via letter.

Unfortunately, complex complaints can take longer to resolve if we need to liaise with 3rd parties etc. If our investigation is likely to take longer than 8 weeks, we will contact you with an update on your complaint - as well as provide you with your escalation options.

We will keep you updated but at any time if you feel there’s additional information that will help us resolve your complaint, you can contact us by phone or email at any time.

What if you’re not happy with the outcome of the complaint?

We pride ourselves on treating our customers fairly and are sorry if any customer is not happy with the decision we make. If you wish to take your complaint further, you can ask the Financial
Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – you may also need to send them our final response showing our investigation and decision of your complaint.

You can visit the FOS website or you can contact them via writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR

[email protected]

0800 023 4567

Important Information:
Windmill Motors (Ltd) are registered in England: No 5260689. Registered Office: Dhc Business
Centre, 226 Dogsthorpe Road, Peterborough, PE1 3PB and regulated by the Financial Conduct
Authority under firm reference number 658714.