Complaints Policy
How to raise a complaint and what happens next.
Contact details
Company: JEM Motor Group
Company number: 17183478
Address: 799 London Road
Grays
Essex
RM20 3LH
Telephone: 07356297999
Email: Email us
Complaints Procedure
At JEM Motor Group, we are committed to providing a high standard of service to all our customers. However, we recognise that things can sometimes go wrong and that customers may wish to raise concerns or complaints.
We take all complaints seriously and treat them as an opportunity to improve our service. This document explains how we handle complaints in a fair, transparent and timely manner.
Our Commitment
When a complaint is received, we will:
- Treat your complaint fairly and seriously
- Investigate the matter thoroughly and impartially
- Keep you informed about the progress of the investigation
- Resolve the complaint as quickly as possible
- Explain the outcome clearly
How To Contact Us
If you wish to make a complaint, you can contact us using the following details:
Email: aftersales@jemmotorgroup.co.uk
Telephone: 07356298666
Postal Address
JEM Motor Group
799 London Road
Grays
Essex
RM20 3LH
Information To Include
To help us deal with your complaint efficiently, please provide the following information where possible:
- Your full name and address
- Your contact details (email and telephone number)
- Vehicle registration number or details of the vehicle concerned
- A clear description of your complaint
- Any supporting documents or evidence
- What resolution you are seeking
- If someone is acting on your behalf, we may require written confirmation of your authority before discussing the complaint with them.
Our Complaints Procedure
We aim to resolve complaints quickly and fairly.
1. Acknowledgement
If we cannot resolve your complaint immediately, we will acknowledge it in writing within five business days.
2. Investigation
Your complaint will be reviewed by a member of our team who will carry out a full investigation. We may contact you if we require further information.
3. Final Response
We will aim to provide a final written response within eight weeks of receiving your complaint.
Our final response will include:
- The outcome of our investigation
- Whether we accept the complaint and any actions we will take
- Details of your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied
Finance-Related Complaints
If your complaint relates to a vehicle purchased through finance arranged by yourself, the complaint may fall under the jurisdiction of the Financial Conduct Authority and the finance provider involved.
In these cases, we may forward your complaint to the finance company so that they can investigate and respond directly. We will inform you if this happens.
Additional Information
We aim to make our complaints process simple and accessible. Customers should not normally need to seek independent advice (such as from a solicitor) in order to pursue a complaint through our process.
At JEM Motor Group, we are committed to providing a high standard of service to all our customers. However, we recognise that things can sometimes go wrong and that customers may wish to raise concerns or complaints.
We take all complaints seriously and treat them as an opportunity to improve our service. This document explains how we handle complaints in a fair, transparent and timely manner.
Our Commitment
When a complaint is received, we will:
- Treat your complaint fairly and seriously
- Investigate the matter thoroughly and impartially
- Keep you informed about the progress of the investigation
- Resolve the complaint as quickly as possible
- Explain the outcome clearly
How To Contact Us
If you wish to make a complaint, you can contact us using the following details:
Email: aftersales@jemmotorgroup.co.uk
Telephone: 07356298666
Postal Address
JEM Motor Group
799 London Road
Grays
Essex
RM20 3LH
Information To Include
To help us deal with your complaint efficiently, please provide the following information where possible:
- Your full name and address
- Your contact details (email and telephone number)
- Vehicle registration number or details of the vehicle concerned
- A clear description of your complaint
- Any supporting documents or evidence
- What resolution you are seeking
- If someone is acting on your behalf, we may require written confirmation of your authority before discussing the complaint with them.
Our Complaints Procedure
We aim to resolve complaints quickly and fairly.
1. Acknowledgement
If we cannot resolve your complaint immediately, we will acknowledge it in writing within five business days.
2. Investigation
Your complaint will be reviewed by a member of our team who will carry out a full investigation. We may contact you if we require further information.
3. Final Response
We will aim to provide a final written response within eight weeks of receiving your complaint.
Our final response will include:
- The outcome of our investigation
- Whether we accept the complaint and any actions we will take
- Details of your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied
Finance-Related Complaints
If your complaint relates to a vehicle purchased through finance arranged by yourself, the complaint may fall under the jurisdiction of the Financial Conduct Authority and the finance provider involved.
In these cases, we may forward your complaint to the finance company so that they can investigate and respond directly. We will inform you if this happens.
Additional Information
We aim to make our complaints process simple and accessible. Customers should not normally need to seek independent advice (such as from a solicitor) in order to pursue a complaint through our process.