The success of The Lookers Group is dependent on the complete satisfaction of our customers and this continues to be the driving force behind our business today. We genuinely want to hear your feedback, both good and bad, to help us ensure we are able to maintain our high standards and ensure that we can be there “For you, for Life”. A copy of your feedback will be passed directly to the relevant branch so any requests or observations can be addressed promptly.

Complaints handling policy

Need to make a complaint? Our guide will help you resolve your issue as quickly as possible.

1. Purpose and Scope

This policy is designed to provide guidance on the way in which Lookers plc and its associated companies receive and manage complaints. We value our customers and aim to provide a first class service at all times, including in complaints handling. We want you to know that we treat all complaints seriously and we try to ensure that we resolve your complaint as quickly as possible.

This policy covers:

  • how to contact us
  • our complaints process
  • how to refer your complaint to the Financial Ombudsman Service

  • 2. How to contact us

    If you wish to make a complaint, please contact us using the below details:

    By post:

    Customer Services

    Lookers plc

    776 Chester Road



    M32 0QH

    Tel: 0161 291 0043


    Telephone: 0191 272 9157; 0191 272 915; or 0191 272 9148

    3. Our Complaints Process

  • Acknowledgement We will provide written acknowledgement of your complaint within 5 working days.
  • Final or Holding Response After four weeks from the complaint being received, we will write to you with the outcome of the investigation. If not concluded, we will write outlining the remaining actions we are yet to complete and anticipated timescales for completion.
  • Final or Other Response After eight weeks from the complaint being received, we will write to you with the outcome of the investigation. If our investigation is not yet complete, we will write with full details of the reasons for the delay and advise you of an appropriate timescale within which the investigation will be completed.
  • Review stage When we have issued our final response letter or after eight weeks from the complaint being received, you may refer your complaint for free to the Financial Ombudsman Service.
  • Root cause analysis Complaints received are logged and analysed for the root cause and so that corrective action can be taken to ensure business improvement.

  • 4. What to do if you remain dissatisfied

    We aim to resolve complaints at the earliest possible opportunity. If you remain dissatisfied, we recommend that you refer your complaint to the Financial Ombudsman Service.

    The Financial Ombudsman Service is a free and independent service available to consumers who have a complaint about a financial product or service.

    The address, website and contact details of the Financial Ombudsman Service are as follows:

    Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR



    Telephone: 0800 023 4 567 or 0300 123 9 123

    You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the final response we send to you. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

    For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: .

    If you would like us to post you a copy of the Financial Ombudsman’s leaflet, then please use the above contact details to let us know and provide your name and postal address.

    5. National Conciliation Service (NCS)

    If your complaint is not about a financial or insurance product or service, and you are unhappy with how we have resolved your complaint, you may refer your complaint to the National Conciliation Service (NCS). This is a free dispute resolution service. To contact the NCS, please use the following contact details:

    Address: The National Conciliation Service

    2-3 Allerton Road


    CV23 0PA


    Telephone: 01788 538317

    6. Data Protection

    All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation.