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. Our accounts team are located at head office and can be contacted using option 4.
VAT Reg: 607 0509 66
Incorporated in England: 1251772
We hope that you won't ever need to refer to our complaints procedure but we are only human and at times, things don't always go to plan despite our best efforts. If for any reason you wish to make a complaint, we would ask you to do this by submitting an email via firstname.lastname@example.org or by post to the address shown above. Details of our complaints procedure can be found below.
Our aim is to provide you with the very best possible customer service but we accept that there will be occasions where we may fail to meet your expectations. This could be due to events beyond our control, or mistakes (which can happen) but we will always try our upmost to put things right as quickly as possible.
The following guide outlines how we deal with complaints & aims to demonstrate our commitment to customer service along with fair, safe and honest trading.
What to do 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.
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.
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
Finance and Insurance Products
If your complaint falls within the terms of reference of the Financial Ombudsman Service and you wish to pursue it further, you can contact this Service within six months of your final response. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800
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: email@example.com
If your complaint is about insurance that we have arranged for you on or after 15th February 2010 - Since 15th February 2010, Colin Appleyard Ltd has been an appointed representative of Automotive Compliance Ltd which is authorised and regulated by the Financial Conduct Authority (FCA). Please address your complaint to: Automotive Compliance Ltd, Middleborough House, 16 Middleborough, Colchester, Essex, CO1 1QT. Telephone 01206 546063.