• Wilsons Complaint Process

Wilsons Complaint Process

​At Wilsons, we want you to have a hassle-free and pleasurable 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 it 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 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 in 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 on 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.


All our vehicles are subject to an Admin Fee. Our Admin Fee covers any additional administration needed during your transaction, including a thorough provenance check (HPI Check). The vehicle provenance investigation checks if a car has finance owing, is stolen, cloned, written off or clocked, giving you real confidence in your car. Our vehicle checks carried out during preparation also include a cosmetic and mechanical assessment of each vehicle. The admin fee also includes the cost to fully valet, register and, if necessary, MOT your vehicle (if less than 6 months left of current MOT).

Our administration fee is a variable fee which covers the additional administration needed when transacting with different categories of customers as specified:

All of the above fees are inclusive of VAT