Masters Group

Complaints Handling Policy


We are committed to providing a high-quality service for our customers.  If something goes wrong, we need you to tell us about it.  This will help us to improve our standards.


If you have made a complaint in writing either by letter or email we will reply within 24 hours confirming receipt. Please include the relevant details of your complaint.


We have 14 days to consider your complaint but will reply to you sooner than this if it is possible for us to collect all the relevant information. Initially you should address your complaint to the department manager of the relevant dealership.


If you remain dissatisfied with the response we will escalate your complaint to the relevant senior manager, General Manager or Director who will review your complaint and gather all relevant information before replying to you within a further 14 days, or sooner if possible.


If you would prefer to make arrangements for a face to face meeting with the relevant manager please say so in your correspondence and we will make the arrangements.


If you continue to be dissatisfied and do not agree with our reply you may contact Motorcodes who are an independent ADR (Alternative Dispute Regulator) Motorcodes can contacted here: . https://www.themotorombudsman.orgor on telephone number 0345 241 3008


If your complaint is related to the finance agreement of the vehicle you can contact the Financial Ombudsman service on 0800 023 4567 or here:






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