01234 671 993 07448 324 709 Maple Tree Farm, Chawston Lane, Chawston, Bedford, Bedfordshire, MK44 3BH

Complaints

TOWN AUTOS LTD, COMPANY NO (09101794) is committed to providing products and
service of the highest standard. But we do understand that sometimes things can go
wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help
resolve the situation in a fair and transparent way.

We will investigate all complaints competently, diligently and impartially obtaining
additional information as necessary. Every complaint will be assessed fairly, consistently
and promptly taking into account all relevant factors to ensure a fair outcome for you.

Step 1:
If you have a concern with either your vehicle or the service you have received, please
firstly raise your concerns with the Centre itself. They are best placed to address your
concerns and rectify it quickly.
Call us on Tel: 01234 671 993
We’re here:
11am – 5pm Monday to Friday.

Step 2:
Should you remain unhappy with Centre’s response, please contact us by your
preferred method from the list below.

Write to us at:
TOWN AUTOS LTD
Maple Tree Farm, Chawston Lane, Chawston, Bedford, Bedfordshire,
MK44 3BH

Email us at:
sales@townautos.co.uk

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 & Invoice Copy
 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 commitment to you.
We’ll thoroughly investigate your complaint and offer a fair response that will take into
account all the information available to us.
We will do our best to resolve your complaint quickly, sending a Summary Resolution
Letter if your complaint can be resolved by close of the third business day following
receipt. If your complaint relates to our credit broking activities and cannot be resolved
by close of the third business day, we will:

Within 5 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 7 weeks 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 3 -Further Action – Independent Review

In some cases, if appropriate, we may refer the complaint directly to third independent
party for alternative Dispute Resolution
We may not always provide the answer you are looking for, but we’ll make sure we offer
a clear explanation for our decision.