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Making a Complaint
You can raise a complaint by speaking to a manager or team member at any dealership, contacting us by phone or email, or using our website live chat; more information here: https://www.driftbridge.co.uk/locations/. Once received, your complaint will be logged in our central system, and we aim to provide an initial response within 14 days.
Types of Complaints
We handle two main types of complaints. Financial-services complaints relate to credit broking, motor finance or insurance products and apply when a customer feels they have suffered, or may suffer, financial loss, distress or inconvenience. All other issues, such as vehicle sales (non-finance), servicing, repairs, parts and general customer service concerns, are treated as general complaints.
How We Handle Complaints
Whether you have experienced an issue at any of our locations, the relevant team will be responsible for resolving your concern within 14 days of receiving your complaint. In some cases, we may need more time to respond and if so, we will write to you with an update of the situation.
If, after discussions with the Head of Business, you remain dissatisfied, you may escalate your complaint to The Motor Ombudsman.
The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern.
For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.
Financial-Services Complaint Steps
Financial-services complaints follow additional FCA-regulated requirements. If we cannot resolve your concern immediately, we will send you a written acknowledgement. If the issue relates to another firm, such as a lender or insurer, we may forward the complaint to them and confirm this in writing. We aim to provide a final response within eight weeks; if more time is needed, we will explain the reason, give a revised timeframe and remind you of your right to refer the matter to the Financial Ombudsman Service. For complaints involving motor-finance discretionary commission arrangements (DCA), the FCA has paused the usual eight-week deadline, and you will have an extended 15-month period to refer your case to the Ombudsman.
If Your Complaint Remains Unresolved
If a general, non-financial complaint cannot be resolved, you may refer the matter to the National Conciliation Service, an independent and free dispute-resolution provider.
For financial-services complaints, if you remain unhappy with our final response, or if eight weeks pass without one (unless extended under DCA rules), you may contact the Financial Ombudsman Service for a free and impartial review.
