What is the Formula One Autocentres Complaints Procedure?
Our responsibility
Formula One Autocentres prides itself on offering quality products and services. However, when things don't go to plan, we want to ensure you receive the support you need to resolve any concerns or problems you may experience.
Raising a complaint
Step 1: How consumers can make a complaint
Consumers can submit complaints through the following channels:
- In person at any of our service centres
- By phone (0800 022 3400, Monday to Friday, 09:00–17:00)
- By email ([email protected])
- Via our website contact/complaints form (select Customer Services)
To help us investigate and resolve your complaint as quickly as possible, we encourage you to provide:
- Vehicle registration number
- Date of invoice
- Invoice or job number (if available)
- A description of the issue
Step 2: What happens once your complaint has been logged?
Our Customer Support team will forward your complaint to a member of the Regional Management team, who will make direct contact within 72 hours (Monday to Friday).
During this conversation, we will advise you of the expected timescale for resolving your complaint.
Our priority is to fully investigate your concerns and provide a resolution. As part of the investigation, we will also aim to identify the root cause of the issue to help us improve our products and services.
We will keep you updated on the progress of your complaint at regular intervals, so you always know the status of your case.
Step 3: Escalation to senior management
If you are not satisfied with the outcome of your complaint following the Regional Management team's investigation, you can request that your complaint is escalated to a member of our senior management team for further review.
Step 4: Independent resolution - The Motor Ombudsman
If you remain dissatisfied with the outcome following escalation to our senior management team, Formula One Autocentres is a member of The Motor Ombudsman.
The Motor Ombudsman provides an independent and impartial dispute resolution service, acting as a third party to help resolve complaints between consumers and businesses.
You may refer your complaint to The Motor Ombudsman for independent review and assistance in reaching a resolution.
