What to do if you have a complaint?

Stan Palmer Limited are dedicated to ensuring that our customers experience a high level of customer service throughout all our departments, however, from time to time we recognise that issues may arise that need satisfactory resolution.

We are committed to resolving such issues in an efficient and timely manner.

Set out below is how to make a complaint and sets out our complaints handling procedure:

Step 1: If you feel that a part of our service has not been as you would have expected, please contact the Manager of the local department you are dealing with, outlining your complaint and request a resolution. Below is a list of the relevant departmental managers

If the complaint is regarding our Cockermouth Dealership please contact in the first instance;

Barry Moore – General Manager
Tel: 01900 829191

If the complaint is regarding our Carlisle Dealership please contact in the first instance;

All Sales Complaints
Michael Griffiths- Sales Manager
Tel: 01228 525051

All Service Complaints
Mr Ed Mellor – Service Manager
Tel: 01228 525051

If the complaint is regarding our Wigton Dealership please contact in the first instance;

All Sales Complaints
Simon Todd- Sales Manager

All Service Complaints
Mike Whitfield – Service Manager

Step 3: Should you remain dissatisfied with the final outcome, having exhausted our complaints procedure, you may present the complaint to The Motor Ombudsman, a scheme we are members of, for independent investigation.

Information about their procedures and contact details can be found by following this link; https://www.themotorombudsman.org/consumers/make-a-complaint

If you are dissatisfied with our final response and your complaint relates to insurance and consumer credit you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Thank you for taking this time to read our complaints procedure, we do hope that this demonstrates our commitment to customer care