12 month warranty on all used vehicles
Delivering value for all your motoring needs
Family owned since 1954

Complaints Policy

Need to report an issue?

Please see our formal complaint policy below.

Ringways Motor Group’s aim is to be trusted and respected by everyone who encounters us for the lifetime of their motoring needs.
We welcome compliments when things go well and hope that you’re pleased with any purchase you make or service you receive from Ringways and that you’ll never have to complain but we also understand that sometimes, however comprehensive our commitment is to our customers and their motoring needs, occasionally problems may arise that can lead to customer complaints. In such instances we’d like you to tell us so that we can have the opportunity to work with you to try and put things right.

How to contact us

You can speak to us in person at any of our business premises to discuss your concerns with a Ringways Customer Facing Colleague. Alternatively, you can contact us with details of your complaint by telephone, email or letter.

Call us on:

Ringways Ford Leeds – 0113 2634222
Ringways Kia Leeds – 0113 4268110
Ringways Kia Doncaster – 01302 384350

Email us at:

[email protected]
[email protected]

Write to us at:

Ringways Vehicle Sales:
Mr NG Jorgensen, Ringways Garages (Leeds) Ltd, Whitehall Road, Leeds, LS12 5NL

Ringways Vehicle Service:
Mr P Shearsmith, Ringways Garages (Leeds) Ltd, Whitehall Road, Leeds, LS12 4TG

Ringways Contract Hire and Leasing:
Mr K Bates, Ringways Contract Hire and Leasing, Whitehall Road, Leeds, LS12 5NL

Help us to help you

To help us investigate and try to resolve your complaint, please provide us with the following information:

  • Your name and address.
  • Details of how we can contact you.
  • A clear description of your complaint.
  • Details of what you would like us to do to rectify the situation and if appropriate, copies of any relevant supporting documentation.

What happens next?

We will acknowledge receipt of your complaint within ten working days of receiving it. We will carefully consider your complaint, taking all the information available to us into account and try to resolve it as quickly as possible, usually within ten working days of our initial acknowledgement letter. If your complaint is complex or requires additional investigation we will keep you updated on its progress.

We will then write to you within 8 weeks of receiving your complaint, advising you of our final response and the reasons for providing it or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide one.

We may not always provide the answer you are looking for but we will make sure that we offer a clear explanation for our decision.

Alternative Dispute Resolution

Ringways Motor Group. If you are dissatisfied with either our final response or the reasons for any delay in providing our final response, eligible consumers can refer their complaint to The Motor Ombudsman. This service is free to consumers as an alternative to traditional avenues (such as court). Further details about the terms of this service are available upon request or can be found at:
www.TheMotorOmbudsman.org

Ringways Contract Hire and Leasing. If your vehicle has been supplied by Ringways Contract Hire and Leasing and no agreement can be reached, as a Leasing Broker member of the British Vehicle Rental and Leasing Association, we will provide you with details of the BVRLA’s Alternative Dispute Resolution Service. Their complaint form is available from:
bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
It should be e-mailed to:
[email protected]

Alternatively you can write to:
The Chief Executive, BVRLA
River Lodge, Badminton Court, Amersham, HP7 0DD
Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.

Financial Ombudsman’s Service

If you have purchased a vehicle on finance, then you may also direct your complaint to the relevant finance company. If your complaint is specifically about your finance agreement, it should be directed in the first instance to the finance company. If the finance company is unable to settle the dispute within 8 weeks or you are unhappy with their final response, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and products. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you.

More information can be found online at:

The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Tel: 0800 023 4567

www.financial-ombudsman.org.uk

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of receiving a final response.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

This does not affect your statutory rights.