What is Formula One Autocentres Complaints Procedure?
Our responsibility
Formula One Autocentres prides itself on offering quality products and services, which is why when things don’t go to plan, we want to make sure you get the support needed to solve any problems you may have.
Raising a complaint
Step 1: How Customers Can Make a Complaint
Customers can submit complaints through the following channels:
- In person at any of our service centres
- By phone (0800 022 3400 Monday to Friday 09:00 to 17:00)
- By email ([email protected])
- Via our website contact/complaints form (select customer services)
Customers will be encouraged to provide:
- Vehicle registration number
- Date of invoice
- Invoice or job number (if available)
- Description of the issue Customers can submit complaints through the following channels:
- Phone
- Online complaint form
Step 2: Actions once complaint have been logged
Our Customer Support team will then forward the complaint to a member of the Regional Management team. They will then make direct contact within 72 hours (Monday to Friday) During this conversation we will advise a timescale to resolve this complaint.
Our priority is to fully address your concern and provide a resolution that satisfies you. As part of the investigation, we will identify the root cause of the issue for continuous improvement purposes.
We will keep you updated on the progress of your complaint at regular intervals, so you always know the status of your case.
Step 3: Escalation
If the customer is not satisfied with the outcome, they may request escalation to senior management.
