Complaints Policy

1. Purpose

At Murray Group, we are committed to delivering exceptional customer service. We aim to resolve any concerns quickly, fairly, and in a way that maintains the confidence of our customers.
This policy outlines how we manage complaints and the steps customers can take if they remain dissatisfied, including independent review through The Motor Ombudsman.

2. Our Commitment

• We will treat all complaints seriously, fairly, and confidentially.
• We will respond promptly, aiming to resolve issues at the earliest opportunity.
• We will provide clear communication throughout the process.
• We will learn from feedback to improve our products, services, and customer experience.

3. How to Make a Complaint

Customers can raise a complaint by any of the following methods:

By email: complaints@murray-group.co.uk
By post: Murray Volkswagen, 44 Millbay Rd, Stonehouse, Plymouth PL1 3FQ
By phone: 01752 668351

Please provide:

• Your full name and contact details
• Vehicle registration number (if applicable)
• A brief description of the issue
• What outcome you are seeking

4. Our Complaints Process

Stage 1 – Initial Resolution

Wherever possible, complaints will be handled by the department directly involved (e.g. Sales, Service, Parts).

• We aim to acknowledge your complaint within 2 working days.
• We will seek to resolve it within 10 working days where possible.
• If we require more time, we will inform you and explain why.

If the issue is resolved to your satisfaction, no further action is required.

Stage 2 – Escalation

If you are not satisfied with the initial outcome, the matter will be escalated to a Department Manager or the Head of Business.

• You will receive a formal written response outlining our findings and any proposed resolution.
• We aim to conclude this stage within 10 further working days.

Stage 3 – Final Response and Alternative Dispute Resolution

If you remain dissatisfied after our final written response, you may choose to refer your complaint to an independent dispute resolution service.
Murray Group is accredited by The Motor Ombudsman, which provides free and impartial Alternative Dispute Resolution (ADR) for automotive consumers.

You can contact The Motor Ombudsman as follows:
Website: www.themotorombudsman.org
Phone: 0345 241 3008
Email: info@tmo-uk.org
Post: The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN

The Motor Ombudsman will only consider a case after the business has been given the opportunity to resolve it internally and once a final response has been issued.

5. Record Keeping and Monitoring

All complaints and their outcomes will be recorded and monitored regularly by senior management to:

• Identify any recurring issues
• Improve training and internal processes
• Ensure consistent standards of service

6. Continuous Improvement

We view feedback and complaints as an opportunity to learn and improve. Where a complaint identifies a process failure or training need, corrective actions will be implemented promptly.

7. Policy Review

This policy will be reviewed annually, or sooner if required by regulatory changes or feedback from The Motor Ombudsman.