Complaints Policy
Need to report an issue?
Please see our formal complaint policy below.
D. M. Keith'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 D. M. Keith 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 D. M. Keith Customer Facing Colleague. Alternatively, you can contact us with details of your complaint by telephone, email or letter.
Call us on:
0113 3858255
Email us at:
Write to us at:
Customer Complaints
D. M. Keith Ltd.
Thwaite Gate,
Leeds,
LS10 1DY
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 three 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.
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.