Complaints Procedure

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 your feedback to improve our service.

How to contact us
You can raise a complaint using any of the following methods:

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 record the date, log it on our complaints system, and confirm whether the complaint relates to Culloden Cars or another business, for example a finance provider. If it relates to another business, we will tell you as soon as possible and, where appropriate, direct you to the correct firm.

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 first, so we can try to resolve the matter quickly.

We aim to 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, you can ask for your complaint to be reviewed by management. Your complaint will then be reviewed by Craig Walker, Director.

Route 2, Finance and other FCA regulated complaints
Where your complaint relates to a regulated activity, we will handle it in line with the Financial Conduct Authority complaints handling rules.

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

Acknowledgement and investigation
We will acknowledge your complaint as soon as possible and investigate it fully.

We will send you either a Final Response or, where appropriate, a written update within 8 weeks of receiving your complaint.

If we are unable to issue a Final Response within 8 weeks, we will write to explain the current position and tell you when you can expect a further update.

Financial Ombudsman Service
If you are unhappy with our final response to a regulated complaint, you may be able to refer the matter to the Financial Ombudsman Service, free of charge.

You normally need to do this within 6 months of the date of our final response letter.

The Financial Ombudsman Service can usually consider your complaint once we have issued our final response, or if more than 8 weeks have passed since you first raised the complaint with us.

Alternative Dispute Resolution
For non finance complaints, if we are unable to resolve matters directly with you, we may provide details of an appropriate Alternative Dispute Resolution provider where applicable.

Any ADR option will be confirmed in writing, together with whether we are willing to participate in that process.

Our commitment
We will always aim to deal with complaints promptly, fairly, and professionally.