Issued: 30 October 2023
Purpose and Scope
Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Marshall and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.
This policy covers:
Our standards
How to complain
How to contact us
This policy only applies to complaints about your vehicle purchase or service experience. If you have a complaint about finance and/or insurance, please refer to and follow our Finance and Insurance Complaints Procedure >Click here for PDF
What is a complaint?
A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.
Our Standards
We treat all complaints seriously, whatever format they are received in.
You will be treated with courtesy at all times.
We will deal with your complaint promptly.
We will keep you updated and let you know when we expect to be able to reply in full.
Complaints received are logged and analysed for business improvement.
How to complain
Complaints can be made and received in a variety of ways; email or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.
What information is required when making a complaint?
Please provide the following:
Your name, and contact details
Which dealership (and department) you dealt with
Vehicle registration, make and model, if applicable
Nature of the complaint
Dates and times, where known
Copies of any supporting documentation, if available.
A. Complaints concerning Sales or Aftersales
a. In the first instance please contact:
Richard Glenn : salesmanager@jaguarlandrovermilitarysales.co.uk
Marshall Military Sales
Jaguar Land Rover House
Mallory Road
Boongate
Peterborough
PE1 5AU
b. We will acknowledge your complaint in writing within 7 working days (and update you with details of who is dealing with it);
c. We will write to you with their findings within 14 working days; In some cases, we may need more time to respond and if so we will write to you with an update of the situation.
We are confident that the above process will resolve your complaint to your satisfaction, but if you do not feel this is the case having exhausted the process, you are of course at liberty to take external advice and you may refer your complaint to The Motor Ombudsman (TMO) or The National Conciliation Service free of charge:
The Motor Ombudsman
71 Great Peter Street, London SW1P 2BN
0345 241 3008 (option 1)
Email (https://www.themotorombudsman.org/complaint-submission)
themotorombudsman.org
The National Conciliation Service
2 Allerton Road, Rugby, Warks CV23 0PA
01788 538317
Email (contact@nationalconciliationservice.co.uk)
nationalconciliationservice.co.uk
B. Complaints concerning Finance and Insurance
If you have a complaint about finance and/or insurance, please refer to and follow our Finance and Insurance Complaints Procedure >Click here for PDF
Marshall Military Sales
Land Rover House
Mallory Road
Peterborough PE1 5AU.