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Customer Complaints Procedure

At Mercedes-Benz and smart we pride ourselves in delivering outstanding customer service and keeping our customers completely satisfied, but we understand that sometimes things can go wrong. If you have a concern or are dissatisfied with a product or service you have received from one of our sites, we will investigate fairly and neutrally, gaining additional information where needed and will do our upmost to help resolve the situation.

Get in touch

Email: contact@mercedescomplaints.co.uk
Phone: 01202 641850

Motor Industry Code of Practice for Sales, Service & Repair

Sandown is committed to an open, transparent and fair way of doing business. We have subscribed to the Motor Industry’s Code of Practice for Sales, Service & Repair, and Committed to:

  • Honest and fair services

  • Open and transparent pricing

  • Completing work as agreed

  • Invoices that match quoted prices

  • Competent and conscientious staff

  • A straightforward, swift complaints procedure

Alternative Dispute Resolution

The Motor Ombudsman and Conciliation Service will offer free impartial advice and when appropriate an Alternative Dispute Resolution (ADR) service that we are fully committed to in the event that you are not satisfied with the outcome of a dispute.

For further information you can visit their website at https://www.themotorombudsman.org or call their Consumer Advise Line: 020 7344 1651

Sandown Motors Limited, Holes Bay Road, Poole, Dorset, BH15 2BD.

Registered In: UK 8657001.

VAT Reg. No. 642 2305 74.

Sandown Dorset and Wiltshire Ltd and Sandown Surrey and Hampshire Ltd is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender. We can introduce you to a limited number of finance providers. We do not charge fees for our Consumer Credit services. We typically receive a payment(s) or other benefits from finance providers should you decide to enter into an agreement with them, typically either a fixed fee or a fixed percentage of the amount you borrow. The payment we receive may vary between finance providers and product types. The payment received does not impact the finance rate offered. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required. 

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