COMPLAINTS PROCEDURE
Last Updated: July 8, 2026
At Station Road Commercials Ltd, we strive to deliver excellent service. However, if you are dissatisfied with your vehicle purchase or our service, we want to hear about it so we can put it right. This document sets out our formal complaints process.
Step 1: Contact Us Directly
Please contact us as soon as an issue arises. You can submit details to our sales office by email at sales@stationroadcar.com or call us on 07878 077922. We aim to respond within 5 working days to acknowledge your complaint and begin an initial investigation.
Step 2: Formal Investigation & Decision
We will conduct a detailed audit of transaction logs, pre-sale inspection checklists, or repair records. We will provide a formal written resolution (a “Final Response”) within 14 working days of receiving your complaint. If the issue is complex and requires input from mechanical specialists, we will keep you updated.
Step 3: Escalate to Trading Standards
If you remain dissatisfied with our Final Response, or if 8 weeks have elapsed since you first submitted your complaint, you can escalate the matter. You may contact Citizens Advice consumer helpline on 0808 223 1133 for guidance, or consult your local Trading Standards department.
Finance-Related Disputes: If your complaint relates to a finance agreement arranged through Carmoney, you have the right to escalate the dispute directly to the Financial Ombudsman Service (FOS). Please refer to the documentation provided by Carmoney Limited or contact FOS at financial-ombudsman.org.uk.