Customer Complaints Procedure

Carnation Cars Ltd is dedicated to delivering products and services of the highest quality. However, we recognize that issues may occasionally arise. If you have a concern or are unhappy with any aspect of our service, we are committed to addressing the matter promptly, fairly, and transparently.

Carnation Cars Ltd is committed to handling all complaints thoroughly, professionally, and with complete impartiality. We will conduct a detailed investigation into each concern, gathering any additional information needed to fully understand the issue. Every complaint will be reviewed carefully and consistently, with consideration given to all relevant circumstances, policies, and evidence to ensure a fair and balanced resolution. We aim to acknowledge all complaints promptly and keep you informed throughout the process. Our goal is not only to resolve the matter to your satisfaction but also to use your feedback as an opportunity to improve our services and prevent similar issues in the future. Your experience matters to us, and we take all concerns seriously as part of our ongoing commitment to customer satisfaction.

To assist us in thoroughly investigating and resolving your complaint as efficiently as possible, we kindly ask that you provide the following details:

-Your full name and current address
-The best way for us to contact you (e.g., phone number and/or email address)
-A clear and detailed description of your complaint, including any relevant dates or individuals involved
-Copies of any supporting documents that may help us better understand and assess the situation (such as receipts, agreements, emails, or photographs)
If your complaint relates to a finance agreement or a vehicle purchased using finance, please contact the finance company directly. Their contact information can be found on your finance agreement.

Please note that Carnation Cars Ltd acts as a credit broker and not a lender. This means we are only able to investigate complaints specifically related to how we introduced or arranged your finance agreement. For all other matters concerning the finance itself—such as payment terms, interest rates, or repayment issues—we are required to refer your complaint to the relevant finance provider, who will handle the matter directly. Providing as much information as possible at the outset will help us respond more quickly and effectively. We appreciate your cooperation and will do our best to ensure your concerns are addressed fairly and professionally.

If you have a concern with either your vehicle or the service you have received from us, please contact us at:

110 Great Cullings , Green Gate, RM7 0YP

Telephone: 07949918031

Email: carnationcarsltd@gmail.com
We are here 10AM-6:30PM Monday to Friday and 10AM-4:30 PM on sunday.

Commitment to you:

We will carry out a thorough investigation of your complaint and aim to provide a fair and balanced response based on all the information available to us. Our goal is to resolve your complaint as quickly as possible. However, if we’re unable to reach a resolution immediately, we will:

-Acknowledge your complaint in writing within 5 working days and provide you with the name and contact details of the person handling your case
-Keep you informed about the progress of your complaint at regular intervals
-Within 8 weeks of receiving your complaint, we will either:
-Send you our final response, including a clear explanation of our findings and the reasons behind our decision, or
-Let you know why we are not yet in a position to issue a final response and advise you of when you can expect to hear from us again

While we may not always be able to deliver the outcome you are hoping for, we are committed to providing a transparent explanation for the decision we reach.