Culloden Cars - Complaints Procedure

We take customer care seriously. If something has gone wrong, please tell us. We will handle your complaint fairly, keep you updated, and use the feedback to improve.

How to contact us
You can complain using any of the following:

Online enquiry form, Culloden Cars Enquiry Form
Telephone, 01463 792211
Email, [email protected]
Post, Culloden Cars, 1 Barn Church Road, Culloden, Inverness, IV2 7WB
When we receive your complaint, we will date stamp it, log it on our complaints system, and confirm whether it is for us or another firm, for example a finance provider. If it is not for us, we will pass it to the right firm as quickly as possible.

Route 1, Vehicle sales and aftersales complaints
Step 1, speak to the team
We encourage you to raise your concern with the member of staff dealing with it, so we can try to resolve it quickly.

We will acknowledge your complaint within 5 working days and aim to provide a full response within 14 working days.

Step 2, management review
If you remain unhappy, reply to our response and ask for a review. Your complaint will be reviewed by Craig Walker, Managing Director.

Route 2, Finance and other FCA regulated complaints
We follow FCA complaints handling rules for regulated complaints.

3 working day resolution
If we can resolve your complaint by the close of the third working day, we will send you a written summary of the outcome and confirm your right to refer to the Financial Ombudsman Service.

Acknowledgement and investigation
We will acknowledge your complaint within 5 working days. We will investigate fully and send you a Final Response or Other Response within 8 weeks of receiving your complaint.

If we cannot issue a Final Response within 8 weeks, we will write to explain what is outstanding and when you can expect our response.

Financial Ombudsman Service
If you are unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service, free of charge. You must do this within 6 months of our final response. The Ombudsman can normally consider your complaint once we have issued a final response, or if it has been outstanding for more than 8 weeks.

Alternative Dispute Resolution
If we reach deadlock on a non finance complaint, you can use an approved ADR service. As an SMTA member you may use the SMTA Conciliation Service at [email protected]. We may also signpost The Motor Ombudsman. We will confirm in writing the ADR details and whether we agree to engage in ADR for your case.