Dear Customer, Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.
The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then we would like to hear from you.
How to tell us if you have a complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact details are:
Online at www.rockhurst.uk
By telephone on 01344 988237
By letter to
DNA Automotive Group Limited
What information do we need to address your complaint?
To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:
What we do if we receive a complaint from you
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.
We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:
It is DNA Automotive Group policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.