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Customer Complaints Procedure

Specialist Cars Luton Formal Complaints Handling.

If you would like to make a complaint please follow the steps below:

Step 1
Contacting us.

Write to us at:
Specialist Cars Luton
Customer Complaints
501 Dunstable Road

What you will need to provide.
To help us investigate and try to resolve your complaint, please provide us with the following information:
• your name and address;
• your vehicle number, if you have one;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• If appropriate, copies of any relevant supporting documentation.

Our procedures.
We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, we will:
• within 7 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
• keep you updated on the progress of your complaint, and
• Within 28 days of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

Step 2
If you are still not happy.
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within 28 days from the day we received your complaint, you can In the event that your complaint remains unresolved you have the right to refer the complaint to the Motor Codes Advisory and Conciliation Service.
The Motor Codes Advisory and Conciliation Service is responsible for the operation of an impartial conciliation service. Each case will be assessed and investigated from a Code, Technical and Legal perspective. The Motor Codes Advisory and Conciliation Service will advise both Retailer and Consumer on a remedy as appropriate.
We will give every assistance to the Motor Codes Advisory and Conciliation Service whilst it is investigating a complaint and in reaching a satisfactory conclusion.
If a satisfactory conclusion cannot be achieved through conciliation, we also subscribe to Alternative Dispute Resolution (ADR) through Motor Codes as appointed by the Chartered Trading Standards Institute. Details of how to submit a case for ADR are on our website

Motor Codes Advisory and Conciliation Service.
Call on:
0800 692 0825
Calls are charged at the local rate, plus your phone company’s access charge.
Motor Codes website:
We aim to respond within 48 hours.

Alternative Dispute Resolution Service.

Motor Codes offers free conciliation if you have a complaint relating to your new car warranty, service and repair or a vehicle warranty product.

Submit a Dispute
You can submit a dispute to Motor Codes by completing our Consumer Enquiry Form on their website
Call on:
0843 910 9000* (option1)
Calls are charged at the local rate, plus your phone company’s access charge.

If you would prefer to contact us by post, our registered address is:

Motor Codes
71 Great Peter Street,
United Kingdom