Colin Appleyard Ltd

Below you will find all the information you require should you need to contact our head office or to get in touch with us in relation to a complaint. You can see full details of our complaints and dispute resolution process by scrolling down the page.

Head Office

Our Head Office is located at Cornmill Garage, Halifax Road, Keighley, BD21 1AH

If you wish to contact us via telephone please call 01535 606321 and select the option you require from our automated message. You can email us direct by clicking here. Our accounts team are located at head office and can be contacted using option 4.

VAT Reg: 607 0509 66
Incorporated in England: 1251772

Complaints & Dispute Resolution

If you have a complaint, please contact the Department Manager at the dealership. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away. If you are still not satisfied, please contact our Head Office via

Email - enquiries@colinappleyard.com

Post - Colin Appleyard Ltd, Cornmill Garage, Halifax Road, Keighley, BD21 1AH

Please provide your name and the details of the reason you are contacting us along with your vehicle registration (if applicable). There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Your complaint will be investigated & dealt with in the following way:

What happens if your complaint cannot be resolved right away in the dealership?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. If this is the case we may ask you to put your complaint in writing and if so, we will advise you of the named person responsible for resolving your complaint. Your complaint will be investigated and dealt with in the following way:

By Day 5
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By Day 14
Your complaint will have been investigated and we will write to you with our response. If your complaint has not been resolved to your satisfaction please contact us and we will arrange for your concerns to be reviewed by a senior manager. If for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation, we will notify West Yorkshire Trading Standards (where applicable), and inform you of their contact details.

By Day 28
In the unlikely event that your complaint has not been resolved at an earlier stage, a senior manager will complete a review and write to you with a final response.

If you are still dissatisfied...

ALTERNATIVE DISPUTE RESOLUTIONS

West Yorkshire Trading Standards Service
We are approved members of the West Yorkshire Trading Standards Motor Trade Partnership, which demonstrates our commitment to fair, safe and honest trading. If you are dissatisfied with our response to your complaint, the West Yorkshire Trading Standards Service are on hand to help sort it out in a fair and impartial manner. They can be contacted on the following helpline: Consumer Direct on 03454 04 05 06. This letter is referenced as our Final Response, which means that we have investigated and provided you with our findings. If you wish to take the matter further with Trading Standards, they will ask you if we have provided you with this, as until you have received it, they cannot progress your complaint.

Motorcodes
If WYTSS Motor Trade Partnership cannot assist you, we are also willing to participate in ADR discussions with Motorcodes, an ADR certified provider. On July 9th 2015 Alternative Dispute Resolution legislation was implemented in the UK. ADR offers a quicker and less costly alternative to potential legal action for consumers and businesses. Motor Codes is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Telephone: 020 7344 1651

Web:http://adr.motorcodes.co.uk/

Finance & Insurance Related Complaints

Colin Appleyard is an appointed representative of Automotive Compliance Ltd which is authorised and regulated by the Financial Conduct Authority (FCA). Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

Financial Ombudsman
If we 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

If you have any queries about our complaints process please contact - Caroline Bond, Colin Appleyard Ltd, Head Office, Cornmill Garage, Halifax Road, Keighley, West Yorkshire, BD21 1AH or by email: c.bond@colinappleyard.com