Legal
Complaints procedure
If something has gone wrong, this is exactly how to tell us, what we will do about it, and where you can take it if we cannot put it right.
Draft awaiting review. The response timescales, the escalation route and any alternative dispute resolution scheme membership are still to be confirmed by Double M Motors. No trade body membership or accreditation is claimed. This procedure has not been reviewed by a solicitor.
Our starting point
We would always rather hear about a problem than not. A complaint is not a nuisance — it is the only reliable way we find out that something in the way we work is not good enough.
You will not be passed between departments, because there are none. The person who sold you the car will deal with it, and if you would rather speak to someone else you can ask.
How to raise a complaint
Get in touch by whichever route suits you:
- By telephone: 07342 845592
- By email: sales@doublemmotors.com
- Through the form on our contact page
It helps if you can tell us the vehicle registration, roughly when you bought it, what has gone wrong and what you would like us to do about it. If you have photographs, invoices or a report from a garage, send those too.
What happens next
- We acknowledge it within timescale to be confirmed — to be confirmed, and tell you who is dealing with it.
- We look into it — which may mean inspecting the car, speaking to the garage that carried out work, or reviewing our own records.
- We give you an answer in writing within timescale to be confirmed — to be confirmed, setting out what we found, what we are proposing and why. If it is going to take longer, we will tell you why and give you a revised date.
- If you are not satisfied, say so and we will look at it again — this time with a fresh pair of eyes wherever possible.
Your legal rights are unaffected
This procedure sits alongside your legal rights; it does not replace or limit them. Under the Consumer Rights Act 2015, a vehicle sold to you as a consumer must be of satisfactory quality, fit for purpose and as described.
Nothing on this website, and nothing we say to you, takes those rights away. If we ever appear to be suggesting otherwise, please challenge us on it.
If we cannot resolve it between us
If we reach a deadlock, you can take the matter further independently. Options open to consumers in the UK include:
- Citizens Advice consumer helpline, for free and impartial guidance on where you stand.
- Trading Standards, via Citizens Advice, which passes reports on to the relevant local authority.
- An alternative dispute resolution scheme, if the business is a member of one. Whether Double M Motors will join an ADR or motor-industry scheme is still to be confirmed — to be confirmed, and this section will name the scheme once it is.
- The county court, as a last resort. The small claims track exists for exactly this kind of dispute.
If your complaint is specifically about how we have handled your personal information, you can also contact the Information Commissioner’s Office — see our privacy policy.
What we do with complaints afterwards
We keep a record of every complaint and how it was resolved. That is partly because we have to, and partly because a pattern in complaints is the most useful information a small business gets. Records are kept in line with our privacy policy.