Complaints Handling Policy

Purpose and Scope

While we aim to achieve the highest levels of service, this policy is designed to provide guidance on the way in which Blackshaws Garage (Alnwick) Limited manages any complaints we receive. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

  • How to contact us
  • Our standards
  • How to complain
  • What to do if you remain dissatisfied

What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

Our Standards

  • We will keep you updated and let you know when we expect to be able to reply in full
  • You will be treated with courtesy at all times
  • We treat all complaints seriously, whatever format they are received in
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
  • Complaints received are logged and analysed for business improvement

How to complain

Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

What information is required when making a complaint?

Please provide the following:

  • Dates and times, where known
  • Vehicle registration, make and model, if applicable
  • Your name, and contact details
  • Nature of the complaint
  • Copies of any supporting documentation, if available

How to contact us?

To contact us please write to:

Blackshaws Garage (Alnwick) Limited, Lionheart Enterprise Park, Alnwick, Northumberland NE66 2EP          Tel:  01665 602123.

Blackshaws Morpeth, Coopies Way, Coopies Lane Industrial Estate, Morpeth, Northumberland, NE61 6JT        Tel:  01670 719519.

You can also email directly to the following departments:

[email protected]

[email protected]

[email protected]

[email protected]

What to do if you remain dissatisfied?

We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to the Financial Ombudsman Service. To contact the FOS, please call: 0300 123 9123.  Alternatively, you can write to the FOS via:

Financial Ombudsman Service Exchange Tower, London E14 9SR

Email: [email protected]

If your complaint relates to the service you have received or one of our products and you feel it has not been resolved to your expectations, you have the right to refer your case to the Motor Ombudsman.  To contact the Motor Ombudsman please call: 0345 241 3008.  Alternatively you can write to the Motor Ombudsman at:

The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN

Visit the Motor Ombudsman website

Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018. Quality Controls Complaints are analysed quarterly by the Compliance Department for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.

Authorised and regulated by the FCA. Our FCA Register number is: 939207.  Our Company Reg Number is: 01323148