Complaints Procedure.

At Vines Limited we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don’t meet expectations. When this happens the first step to take is to get in contact with a member our team.   

If you have a General complaint: 

For complaints relating to non-regulated activities, this is anything concerning the dealership, sales or after sales.  

Please contact us directly via email with the details and any supporting documentation. If you do not have an email account, you can telephone us or send a letter using one of these options:

Vines of Gatwick

Telephone 01293 611117
Email: mail-gatwick@vinesgroup.net
Post: Vines of Gatwick
Stephenson Way
Three Bridges
Crawley
West Sussex
RH10 1TN

Vines of Guildford

Telephone 01483 207000
Email: mail-guildfordbmw@vinesgroup.net
Post: Vines of Guildford
21 Moorfield Road
Guildford
Surrey
GU1 1RD

Vines of Redhill

Telephone 01293 772000
Email: mail-redhill@vinesgroup.net
Post: Vines of Redhill
10-12 Bonehurst Road
Salfords
Surrey
RH1 5EP

If you call us, we will endeavour to resolve your concern whilst you are calling. If this isn't possible, the advisor will agree a course of action with you. Due to certain legislation requirements we may ask you to put your complaint in writing to us; this is so we can adhere to our Contractual Obligations. Our management team is committed to resolve any issues or problems you have, whatever that may be. Often problems are quickly resolved within 24 hours leaving customers happy with the service they received. 

Escalating a Vines general complaint:

If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to our Head of Business at the relevant site above, who will allocate the complaint to the correct Departmental Manager to resolve for you.

Depending on the nature of the complaint and associated complexity, we aim to resolve most general complaints within 72 hours. However, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.

You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.

The Vines Group subscribes to Motor Ombudsman, if a dispute cannot be settled, we refer you to Motor Ombudsman a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org/ alternatively you can contact their Advice Line on 0345 241 3008.

If you have a Complaint regarding FCA regulated activities? 

Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly via post, telephone, or email:  

Automotive Compliance Ltd  
The Factory  
44 Alfred Street  
Gloucester  
GL1 4DD
Telephone 01452 671 560 
Email complaints@automotive-compliance.co.uk 

If Automotive Compliance Ltd cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk