Customer Complaints Procedure

Croxdale Group

At Croxdale Group, we aim to deliver a high standard of service across all our brands and departments. However, we understand that sometimes things don’t go as expected. When this happens, we want to hear from you so we can put things right.

All customer complaints are handled centrally by Croxdale Group, regardless of which brand or department your concern relates to.

Our approach is simple: to listen, to respond fairly, and to resolve issues as quickly as possible.

Our commitment to you

We are committed to handling all complaints:

fairly and consistently
as quickly as possible
with clear and open communication
in line with UK consumer and regulatory standards

Raising a concern will never affect how you are treated as a customer. We welcome feedback and use it to improve our service.

How to raise a complaint

You can contact us using whichever method is most convenient for you.

Contact details
Email: customercare@croxdalegroup.com

Telephone: 01388 814671

Post
Croxdale Group
Croxdale
A167
Durham
DH6 5HS

If you raise a complaint by phone or in person, we may ask to follow up in writing so we can fully investigate your concern.

Information that helps us resolve your complaint

To help us deal with your complaint as efficiently as possible, please include:

your full name and contact details
your vehicle registration number or agreement reference (if applicable)
a clear explanation of the issue
what outcome you are hoping for
copies of any relevant documents, where available

If you do not have all of this information to hand, please do not worry. We will work with you to gather what is needed.

What happens next

Stage 1 – Acknowledgement
We will acknowledge your complaint within 3 working days of receipt and confirm who is responsible for handling it.

Stage 2 – Investigation
Your complaint will be logged centrally and investigated by the appropriate manager or department.

Many concerns are resolved quickly. If further investigation is required, we will keep you informed of progress and let you know if we need more time.

Stage 3 – Our response
Where possible, we will resolve your complaint promptly.

If this is not possible, we will issue a written response explaining:

what we have investigated
what we have found
any actions or resolution being offered
We aim to provide a final response within 8 weeks of receiving your complaint. This timeframe follows UK regulatory guidance for complaint handling.

Using feedback to improve

All complaints and feedback are recorded and reviewed centrally. This helps us to:

improve customer experience
identify trends and training needs
strengthen internal processes
meet manufacturer and regulatory standards