Wilsons Complaint Process

​At Wilsons, we want you to have a hassle-free and pleasureable experience whenever you visit or contact us. We are committed to providing a service that is of the highest standard, but we do understand that occasionally that is not the case. If you have a concern with either your vehicle or the service you have received from Wilsons we are committed to resolving the situation fairly and transparently.

Our Promise

  • ​We will thoroughly investigate your issue and offer a fair response that will take into account all of the information that is available to us
  • We will do our best to resolve your complaint as quickly as possible

Customer Complaint Process

Step 1 - Acknowledgement

Wilsons will provide written acknowledgement of your complaint within two working days. This will include details of who is handling your complaint and how you can get into contact with them.

Step 2 - Progress

Your designated Customer Care representative will keep you updated on the progress of your complaint. This includes the steps that they have personally taken to resolve or investigate your complaint and any instances of escalation.

Step 3 - Response

You will be contacted by a member of staff from Wilsons with our final response and the reasons for providing this within 28 days of receiving your complaint.

We aim to resolve all complaints within the timescales outlined above. However, if a complaint is complex in nature, it may be necessary to extend the time limit. If this is the case, we will keep you informed of the progress of the investigation, the reasons for any delay and the new deadline for a final response from us.

If you wish to register your complaint in writing, please address all letters to Customer Care to ensure that they are received by a member of the Customer Care team.

What if you remain unhappy with Wilsons' Response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may contact Motor Codes.

Motor Codes is a government-backed, self-regulatory body for the motor industry. They are a Certified Alternative Dispute Resolution (APR) body to deal with disputes relating to new car manufacturers, service and repair and vehicle warranty products. Wilsons subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling.

Telephone: 0207 3441 651

Email: consumer@motorcodes.co.uk

Website: www.motorcodes.co.uk