RJTK Complaints Procedure

Do you have a concern?

We are committed to ensuring a consistently high level of service and value feedback from customers. From time to time, we may not get things right - but once we are made aware, we will act upon it.

If you have such feedback or a concern that you would like us to address, please fill in the form at the bottom of the page.

Once received, we will identify the most suitable person within the business to deal with the issues raised (usually a departmental Manager).

What you need to provide
To help us investigate your complaint, if you have not already done so, please provide the following information ideally in writing or by email:
- Full Name
- Vehicle details (if applicable)
- A day time telephone number where you can be contacted
- Details of your complaint of concern and any details of who you have previously spoken with
- Details of what you would like to happen to resolve the situation
Please also provide any supporting documents or invoices
How we will respond
- The person investigating the complaint will contact you within 24 hours (depending on the complaint this could be sooner) to confirm their contact details and provide any immediate update
- We will do our best to resolve the complaint as soon as possible. If it is not resolved immediately, we will update you every 5 days
- Whilst the Motor Ombudsman allows 8 weeks to resolve a complaint, we would aim to resolve and confirm the outcome in writing within 4 weeks
Bolton and Chorley

FAO Retail Operator
Manchester Road
Bolton
BL3 2NY
Scunthorpe and Grimsby

FAO Retail Operator
Hewitts Avenue
Hewitts Circus
Grimsby
DN36 4SE
Kia Louth

Lee Jones

Head of Business

Drayton Motors Kia Louth
North Holme Road,
Louth,
Lincolnshire,
LN11 0HQ
Kia Scunthorpe

Chris Pavlou

Head of Business

Drayton Motors Kia Scunthorpe
6 Mannaberg Way,
Scunthorpe,
North Lincolnshire,
DN15 8XF
Kia Boston

Paul Watkins-Groves

Head of Business

Drayton Motors Kia Boston
The Drayton,
Swineshead,
Boston,
Lincolnshire,
PE20 3JP
Kia Grantham

Nigel Smith

Head of Business

Drayton Motors Kia Grantham
Spittlegate Level,
Grantham,
Lincolnshire,
NG31 7UH
Suzuki Boston

Lee Arnold
Head of Business

Drayton Motors Suzuki Boston
Frith Bank,
Boston,
Lincolnshire,
PE22 7BD
Dispute Resolution

Where your complaint cannot be resolved, once you have exhausted our internal process and received a final written response you may refer the dispute to one of the following Alternate Dispute Resolution (ADR) processes.

Where your complaint does relate to a financial services:

If your complaint is regarding a financial service provided by Wilson and Co, you may refer your complaint to the Financial Ombudsman Service. To find out more visit http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You can call them on 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). Lines are open Monday to Friday from 8am to 8pm and on Saturday from 9am to 1pm.

Where your complaint does not relate to a financial service:

We have subscribed to Motor Codes of Practice. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. To find out more visit https://www.themotorombudsman.org/about

You can call them on 0345 241 3008 (option 1). Lines are open between 9am to 5pm Monday to Friday.

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RJTK Complaints Procedure

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Title

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