Once you've raised your complaint, a complaint handler will be assigned to your case and contact you. As part of the investigation, we may ask an independent engineer to inspect your vehicle. We currently use Automotive Consulting Engineers Ltd (ACE LTD) and Scotia. They will aim to contact you within 48 hours from the date of instruction to arrange a convenient time and place for the inspection to take place (this can be at your home address or at a garage). You can be there while the inspection is being carried out, if you wish.

As well as a physical inspection, they may need to scan the on-board computer, note any faults, take photos where needed and take your vehicle for a test drive.

All findings will be sent in a report directly to us. Once we’ve received it, we’ll contact you and the dealership. We’ll use the report alongside any information you/the dealership has supplied to ensure a fair outcome.