COMPLAINTS
Common questions about raising a complaint, including who to contact for vehicle, sales or financial concerns, what to include in your complaint, and how to escalate if you are not satisfied with the outcome.
FAQs
How do I raise a complaint about Jaguar Land Rover Classic?
If you have a complaint relating to a vehicle purchase, servicing, restoration work, parts, or any other product or service provided by Jaguar Land Rover Classic, please get in touch. You can either email us or speak to a member of our team by telephone (+44 (024) 7656 6600).
We will investigate your concerns and work with you to resolve them as quickly as possible.
What information should I include in my complaint?
To help us investigate your complaint efficiently, please provide as much information as possible, including your contact details, vehicle registration or order number (where applicable), a description of the issue, and any supporting documentation or correspondence.
What happens after I submit a complaint?
Once we receive your complaint, we will review the information provided and may contact you if further details are required. We will keep you informed throughout the process and aim to resolve your concerns as quickly as possible.
Can I escalate further if not satisfied?
JLR subscribe to the Motor Ombudsman of Practice for Service and Repair. If you are a customer and you are unsatisfied with the outcome of a dispute in relation to the Service and Repair Code, The Motor Ombudsman can provide a CTSI certified Alternative Dispute Resolution service - https://www.themotorombudsman.org/
Complaints Relating to Financial Services
If you have a complaint relating to financial products or services introduced by the Classics Works store, please contact the store in the first instance who will try and resolve your concerns as quickly as possible. It is most likely that they will pass your complaint to the Account Manager at Oracle Asset Finance Limited to manage. You can expect a written acknowledgement of your complaint within 2 working days.
If possible, we respectfully ask if you can outline the details of your complaint in writing to us, to ensure that we have a thorough understanding of the facts.
Our contact details are:
Jaguar Land Rover Classic Works
Imperial Road, Prologis Park, Coventry. CV8 3LF
If we, or Oracle Asset Finance Limited, are unable to resolve your complaint right away due to its complexity and the requirement to carry out further investigations, you will be kept informed of progress and provided with a written response as soon as possible and no later than 8 weeks from the date we received your complaint.
If, at any time, you are dissatisfied with any aspect of our complaints process, you may write to:
The Head of Financial Services Compliance,
Jaguar Land Rover Limited,
Abbey Road, Coventry, West Midlands. CV3 4 LF
If you are dissatisfied with the final outcome to your complaint, or if we have not provided our final response within 8 weeks, you have the right to pursue your complaint with the Financial Ombudsman Service (FOS). This service provides a free and independent assistance for resolving disputes between customers and businesses. In order to qualify for this service, you must refer our final response within 6 months of us sending to you. If you refer your complaint after this time, the FOS will normally only be able to consider it if we consent or if it is satisfied the delay was caused by exceptional circumstances; any request to consider a complaint outside the time limit will be assessed on its individual facts. You can find more about FOS and the services they provide at their website financial-ombudsman.org.uk. Their email address is complaint.info@financial-ombudsman.org.uk and their phone number is 0800 023 4567. Their postal address is The Financial Ombudsman Service, Exchange Tower, London. E14 9SR.
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