Complaints Process | Wilsons Group


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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 five 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.