Wilsons Customer Care

At Wilsons We Value Your Feedback

Here at Wilsons, we have a dedicated Customer Care Team that is in place to help you with any queries that you may have about your new car, service, MOT, or any general enquiry. You can contact a member of the team by calling 01372 736096 or sending an email to customer-care@wilsons.co.uk.

A Customer Care representative is available from:

8 am to 5 pm Monday to Friday

Please note that our Customer Care Team is unavailable on Bank Holidays and weekends.

If you try to contact a member of the Customer Care Team outside of these hours, they will not be able to respond until they are back in the office; however, they will endeavour to be in contact with you within 48 hours of your initial communication.

Become a Customer For Life

We are committed to acquiring 'Lifetime Customers' so that the experience of buying a new vehicle will always be a pleasurable one when you visit us. We have a simple customer focused philosophy at the core of our business and this means you will have a great choice of vehicles that represent excellent value for money. We’re here to ensure you receive an exceptional service that extends beyond actually buying a vehicle; we’ll provide you with a fantastic aftercare service which includes reminders for any service or MOT due on your vehicle.

Since Wilsons was founded in 1904, we’ve always been a family-owned business and we take pride in transferring family values such as trust, loyalty and care into our business. Generations of customers have come to Wilsons to buy their next car or van and then relied on us time and time again because we strive to ensure that all of our customers leave the forecourt satisfied.

We understand that there may be occasions where customers feel unhappy with a service they have received. As such, we will always make an effort to listen to our customers and we take all complaints very seriously. If you are the slightest bit dissatisfied with any aspect of Wilsons, please follow our Complaints Process outlined below. We are passionate about resolving any issues so that you feel you have received the best service possible and are happy with any decided outcome.

Customer Complaint Procedure

Step 1: Submitting a Complaint

You can submit a complaint through any of the following methods:

Email: Send your complaint to customer-care@wilsons.co.uk.
Phone: 01372 736096, Monday to Friday, between 8AM and 5PM

Information to Include

To help us address your concern promptly, please provide the following:

Full name and contact details
Order number or service reference (if applicable)
Description of the issue
Date and location of the incident (if applicable)
Any relevant documents or photos

Step 2: Acknowledgement of Complaint

Once we receive your complaint:

You will receive an acknowledgment within 2 business days.
We may contact you for additional information if necessary.

Step 3: Investigation and Resolution

We will conduct a thorough investigation of your complaint.
A member of our Customer Service Team may reach out for clarification or to discuss the issue.
We aim to resolve all complaints within 7–10 business days. If more time is required, we will keep you informed of the progress.

Step 4: Final Response

You will receive a written response outlining:

The findings of our investigation
Any corrective action or resolution
Contact details if you wish to escalate the matter

Step 5: Escalation (if needed)

If you are not satisfied with our response, you may request escalation by contacting our Customer Experience Manager again at customer-care@wilsons.co.uk, to which it will then be passed across to senior management to review.

Step 6: If We Fail To Meet Your Expectations

Here at Wilsons, we always strive to meet the expectation of all our customers. However, if you feel dissatisfied with the outcome, you can reach out to The Motor Ombudsman. The Motor Ombudsman are certified as an ADR (alternative dispute resolution) provider by the Chartered Trading Standards institute. For more information, you can visit their website at https://www.themotorombudsman.org/.

Continuous Improvement

Your feedback helps us improve our services. All complaints are logged and reviewed regularly to identify trends and areas for improvement.

Company Information

Reg Office: Kiln Lane, Epsom, United Kingdom, KT17 1DH

Reg. Company Number: 272743

VAT Reg. No. 235 812077

Financial Disclosure

Wilsons Automobiles and Coachworks Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486).

Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender. We can introduce you to a limited number of finance providers. We do not charge a fee for our Consumer Credit services. We do not act as a financial adviser, or fiduciary. We act in our own interest, whichever lender we introduce you to, we will typically receive commission from them based on either a fixed fee or a fixed percentage of the amount you borrow. Any and all commission amounts will be fully disclosed to you as part of your sales journey. You will be required to give your fully informed consent to our receipt of this commission. By doing this, you acknowledge that you understand our role as a credit broker, and that we will receive a financial incentive if you take out a loan from a lender that we introduce you to.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees may be required.

Financial Disclosure

The payment we receive may vary between finance providers and product types. The payment received does not impact the finance rate offered. 
All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required..

Company Info

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