Complaints Procedure

Providing an excellent customer service is important to the Listers Group and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain. If this happens, we will do everything we can to speedily resolve the problem.

Our Standards

• We treat all complaints seriously, whatever format they are received in.
• You will be always treated with courtesy.
• We will deal with your complaint promptly.
• We will keep you updated and let you know when we expect to be able to reply in full.
• Complaints received are logged and analysed for business improvement.

PLEASE NOTE: This complaints procedure only applies to finance and insurance products associated with the purchase of your vehicle. It should not be used in relation to mechanical problems with the vehicle.

Communication

You can communicate with us in any way that is right for you.

• Telephone
  Contact your Listers dealership or 01789 403800
• Email
  complaints@listers.co.uk
• Letter
  Compliance Department, Listers Group Limited, Othello House, Banbury Road, Stratford-upon-Avon, CV37 7GY

Information to provide when making a complaint

• Vehicle details: Vehicle registration number, make and model.
• Dealership details: The dealership where you bought the car and the date of purchase.
• Documents: Copies of your point-of-sale documents including your credit agreement.
• Complaint: A clear statement of what your complaint is about and the resolution you require.