Our Commitment to Quality

Your views are important to us. We are committed to responding promptly and fairly to any complaints or expressions of dissatisfaction from our customers.

Within this page you will find details of our internal customer complaints procedures, including the timeframes in which we will respond to any issues you raise. Our aim is always to resolve any complaint at the earliest opportunity, so please help us by following the guidelines below.

We keep records of all complaints that we receive. These provide valuable feedback and help us improve our services.

Your complaint will be handled free of charge.

Who should you complain to?

In the first instance, please address your complaint in writing or by telephone directly to AW Carhouse using the contact details provided below.

What will we do next?

Our aim is to provide a satisfactory solution as quickly as possible. Where appropriate, we will try to resolve the issue immediately.

If further investigation is required, we will aim to provide a response by the end of the next working day following receipt of your complaint.

If this is not possible, we will send you a written acknowledgement within five working days. This will include:

  • The name of the person handling your complaint
  • Their contact details
  • Confirmation of our understanding of your concerns

When will we contact you again?

We will either provide our final response within four weeks of receiving your complaint, or we will write to explain why we have not yet been able to do so and when you can expect further contact.

If after eight weeks we have still not issued a final response, we will explain the reason for the delay and provide an updated timeframe.

If applicable, we will also explain how you may refer your complaint to an ombudsman, arbitration scheme, or dispute resolution service. You may also choose to wait until we are able to provide a final response.

Important Information (Motor Finance Complaints)

If your complaint relates to a car finance agreement entered into before 28th January 2021, please note that the standard 8-week response timeframe is currently paused due to an ongoing review by the Financial Conduct Authority (FCA).

We will continue to investigate your complaint and keep you updated. However, we may not be required to issue a final response until after 31st May 2026.

The FCA has also extended the deadline for referring these complaints to the Financial Ombudsman Service from 6 months to 15 months, where a final response is issued between 17th November 2023 and 4th November 2025.

For more information, please visit: FCA Car Finance Review

What do we mean by a final response?

Our final response will outline the results of our investigation and confirm whether your complaint has been upheld or rejected.

We will explain the reasons behind our decision and, where appropriate, may offer redress based on the individual circumstances. This may not always involve financial compensation and could include an apology.

We are committed to treating all customers consistently and fairly.

What happens if you remain dissatisfied?

If you are not satisfied with the outcome, our final response will include details on how to escalate your complaint. This may include referral to an ombudsman service, arbitration scheme, or alternative dispute resolution provider.

Contact Details

  • Address: AW Carhouse, Towyn, A5 Watling Street, Grendon, CV9 2PZ
  • Telephone: 01827 893000
  • WhatsApp: 07855 174174
  • Email: [email protected]