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. We are committed to resolving problems as soon as possible.

Initially you should address your complaint to the department manager and explain the nature of your grievance. If you continue to be dissatisfied and your complaint remains unresolved, you may escalate the complaint in writing to the Dealer Principal. Please include all the relevant details of your complaint in order for us to investigate the matter.

Although we aim to reply within 24 hours 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.

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 coIf your complaint is related to the finance agreement of the vehicle you should initially contact the finance company direct. The Financial Ombudsman service can be contacted on 0800 023 4567 or here:

Send your complaint to:

Please select all the methods by which you are happy to be contacted by Masters Group in future:

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