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Complaints Policy

T J Car Sales Ltd
Complaints Policy & Procedure
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Our Commitment to You
At T J Car Sales Ltd, we pride ourselves on delivering a professional, transparent and customer-focused service.
However, if something goes wrong, we want to know about it. We treat all complaints seriously and aim to resolve them quickly, fairly and in line with Financial Conduct Authority (FCA) requirements.
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What Is a Complaint?
A complaint is:
Any expression of dissatisfaction, whether oral or written, whether justified or not, relating to the provision of our products or services.
This may include concerns regarding:
• Vehicle quality
• After-sales service
• Finance agreements
• Insurance products (e.g. GAP, warranty)
• Administrative errors
• Staff conduct
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How to Make a Complaint
You can contact us using the following methods:
By Post:
T J Car Sales Ltd
Picton Court Retail Park
Waterton
Bridgend
CF31 3XX
By Email:
tom@tjcarsales.co.uk
By Telephone:
01656 769471
In Person:
At our dealership during normal business hours.
To help us investigate efficiently, please provide:
• Your full name and contact details
• Vehicle registration (if applicable)
• Finance agreement number (if applicable)
• Full details of your complaint
• What resolution you are seeking
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Our Complaints Handling Process
We follow the FCA’s DISP (Dispute Resolution) rules.
1. Acknowledgement – Within 5 Business Days
We will:
• Acknowledge your complaint promptly
• Confirm it is being investigated
• Provide contact details for the person handling your complaint
If we resolve your complaint by the close of the third business day following receipt, we may issue a Summary Resolution Communication instead of a formal Final Response.
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2. Investigation
We will:
• Review all relevant documentation
• Speak with staff members involved
• Liaise with finance providers or insurers where appropriate
• Assess the complaint fairly, consistently and impartially
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3. Final Response – Within 8 Weeks
We will issue a written Final Response within 8 weeks of receiving your complaint.
Our Final Response will:
• Summarise your complaint
• Outline our investigation findings
• Confirm our decision
• Detail any proposed resolution (if applicable)
• Explain your right to refer the matter to the Financial Ombudsman Service
If we are unable to provide a Final Response within 8 weeks, we will write to explain the reason for the delay and confirm when you can expect a full response.
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Financial Ombudsman Service (FOS)
If you are not satisfied with our Final Response — or if 8 weeks have passed without one — you may refer your complaint to the Financial Ombudsman Service.
You must do so within 6 months of the date of our Final Response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service is free to use.
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Complaints About Finance or Insurance Products
If your complaint relates to a regulated finance agreement or insurance product, we may:
• Forward your complaint to the relevant lender or insurer
• Investigate jointly with them
• Advise you if the matter is more appropriately handled directly by the finance provider
We will keep you informed throughout the process.
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Record Keeping & Regulatory Compliance
All complaints are recorded and monitored in line with FCA requirements.
We use complaint data to:
• Identify root causes
• Improve our systems and procedures
• Enhance customer experience
• Meet our Consumer Duty obligations
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Continuous Improvement
At T J Car Sales Ltd, we view complaints as an opportunity to improve. Our aim is always to provide clear communication, fair outcomes and a professional resolution process.

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Contact Details

Heronston Lane
Bridgend
Glamorgan
CF313XX 01656 769471 07885 202877

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