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

Phone: 01202 641850

We're here 8am - 6pm Monday to Friday

Motor Industry Code of Practice for Sales, Service & Repair

Sandown Group 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 or call their Consumer Advise Line: 020 7344 1651