Complaints Procedure

Car-Market Limited Complaints Procedure

At Car-Market Limited, we are committed to providing our customers with the highest level of service and satisfaction. However, we understand that sometimes issues may arise, and customers may have complaints. We value your feedback and take your concerns seriously. This Complaints Procedure outlines the steps to follow when you have a complaint about our products, services, or interactions with our staff.

Step 1: Contact Us

If you have a complaint, please start by reaching out to our Customer Support team. You can do this through the following channels:

  • Phone: Call us on 08007561320.
  • Email: Send an email to
  • Online Form: Submit a complaint through the "Contact Us" form on our website.

Please provide as much detail as possible regarding your complaint, including your contact information and any relevant order or transaction details. Our Customer Support team will acknowledge your complaint within 48 hours and initiate an investigation.

Step 2: Investigation and Resolution

Upon receiving your complaint, our Customer Support team will thoroughly investigate the matter. This may involve speaking with relevant staff members and reviewing records or documents related to your complaint.

We aim to resolve complaints as quickly as possible, and we will provide you with regular updates on the progress of the investigation. In most cases, we will resolve your complaint within 7 business days.

If the complaint is resolved to your satisfaction during this stage, we will seek your confirmation and consider the matter closed.

Step 3: Escalation

If you are not satisfied with the resolution provided or if you believe your complaint requires further attention, you may request an escalation. To do so, please contact our Complaints Escalation Director using the following contact details:

  • Name: Adam Brierley
  • Phone: 08007561320
  • Email:

The Complaints Escalation Director will conduct a thorough review of your complaint, taking into consideration all the information gathered during the investigation. You will receive a response within 10 business days outlining the final resolution.

Step 4: Alternative Dispute Resolution (ADR)

If you remain unsatisfied with the resolution provided by Car-Market Limited, you have the option to pursue Alternative Dispute Resolution (ADR). ADR is an impartial process designed to resolve disputes between customers and businesses without going to court.

You can contact an external ADR provider or mediator who can help facilitate a resolution. Car-Market Limited is committed to cooperating in good faith with any ADR process initiated by the customer.

Step 5: Regulatory Bodies

If your complaint remains unresolved after following our internal procedures and exhausting ADR options, you have the right to contact relevant regulatory bodies or authorities in your jurisdiction to seek further assistance and resolution.

We are dedicated to improving our services based on customer feedback and will use your complaint as an opportunity to learn and grow as a company.

Thank you for choosing Car-Market Limited, and we appreciate your trust in us. We are committed to addressing your concerns promptly and fairly through this complaints procedur