Rest Assured with Sure Automotive

Complaints Procedure — Sure Automotive Ltd

Rest Assured — we take complaints seriously.
If something hasn’t met the standard you expected, we want to put it right quickly, fairly, and transparently.

This Complaints Procedure explains how to raise a complaint, what happens next, and what you can do if you’re not satisfied with our response.

1) How to make a complaint

You can contact us in whichever way is easiest:

  • By phone: via the telephone number shown on our website

  • By email: via the contact options shown on our website (mark the subject “Complaint”)

  • In writing: Sure Automotive Ltd, 18 Chelmsford Rd, Dunmow, CM6 1LL

Opening hours: 10am–10pm daily (we may not always be able to answer immediately during busy periods, but we will respond as soon as possible).

2) What to include (to help us resolve it faster)

Please include:

  • Your full name and best contact details

  • Vehicle registration (if relevant)

  • Date of purchase / booking / repair (if relevant)

  • A clear description of what happened and what outcome you’d like

  • Copies of any relevant documents/photos (invoice, advert, messages, inspection report etc.)

3) What happens next (our process and timescales)

Step 1 — Acknowledgement
We will acknowledge your complaint promptly and confirm who is handling it.

Step 2 — Investigation
We will review the details, gather information (including internal notes, documents, and supplier information where relevant), and contact you if we need anything else.

Step 3 — Resolution
We aim to resolve most complaints as quickly as possible. If we need more time, we’ll tell you why and keep you updated.

Final response timeframe (important):

  • Where your complaint relates to consumer credit / finance activity (for example, a finance application, commission disclosure, affordability, documentation or finance-related handling), we will issue a final response within 8 weeks of receiving your complaint (or explain why we are not yet in a position to do so, and confirm your right to refer the complaint to the Financial Ombudsman Service).

  • For all other complaints, we still aim to resolve quickly and fairly, and will provide a written outcome once our review is complete.

4) Outcomes we may offer

Depending on what’s appropriate, outcomes may include:

  • An explanation and apology

  • Correction of information / clarification in writing

  • Repair / rectification / rework (where relevant)

  • Price adjustment, refund, or contribution (where applicable)

  • Goodwill gesture (where appropriate)

  • Confirmation of any changes we’ve made to prevent recurrence

Your legal rights are not affected by our complaints process.

5) If you’re not satisfied — escalation / review

If you remain unhappy after our initial response, you can ask us to escalate the complaint for review. Please explain what you disagree with and what outcome you’re seeking.

A senior team member will re-check the complaint and provide a written review outcome.

6) Alternative Dispute Resolution (ADR) for vehicle purchase/repairs/warranty disputes

If we can’t resolve your complaint through our internal process, we will provide you with details of an approved ADR provider that can help resolve disputes without going to court, and we will tell you whether we agree to use that ADR process.

Where we are accredited to an automotive ADR scheme (for example, The Motor Ombudsman, where applicable), we will signpost you to that scheme and provide the relevant details.

7) Financial Ombudsman Service (FOS) — finance/credit complaints

If your complaint relates to finance/consumer credit and:

  • you receive our final response and remain unhappy; or

  • 8 weeks pass and you have not received a final response,

you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

Time limit: In most cases, you must contact FOS within 6 months of the date of our final response.

(Full FOS contact details and guidance are available on the Financial Ombudsman Service website.)

8) Accessibility and extra support

If you need us to communicate in a different way (for example, large print, email only, phone only, or you want a trusted person to speak on your behalf), tell us and we’ll make reasonable adjustments.

9) Data protection

We will only use your personal data to investigate and respond to your complaint, keep appropriate records, and meet any legal/regulatory requirements. We will handle all complaint data in line with our Privacy Policy.