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Complaints Procedure

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Complaints Procedure

The Haynes Group makes every effort to maintain its dedication to retailing excellence for our customers in all aspects of our services and we constantly strive to 'do it even better for you' by going the extra mile. With over 200 years of business we have proved that we are here to provide the very best service we can, so that customers come back time and time again. However, even with the best relationships, sometimes there are disagreements. The Haynes Group is your first port of call should you feel that anything has gone wrong with the service that we provide to you. By filling in and submitting the form on this page, you can leave an enquiry and we will then attempt to resolve your issue as soon as possible.

Consumer Rights Act 2015 – Rejections and refunds
After 1st October 2015, if a customer has a legally justifiable and Haynes Group-approved reason for rejecting their new vehicle within the first 30 days of ownership, a refund will be given without undue delay. Haynes Group will action any agreed refund once the customer is able to recover the V5C registration certificate (log book) from the DVLA and can then hand it over to Haynes Group.

MOTOR CODES
If you feel we have not resolved your issues, you may like to know that the Haynes Group is subscribed to the Motor Industry Codes of Practice for New Cars and Service & Repair. The Chartered Trading Standards Institute and Motor Codes (a self-regulatory body for the automotive sector) are partners, providing these Government-backed codes of practice for garages. Should you have a dispute with the Haynes Group regarding New Cars or Service & Repair that cannot be settled, we refer you to Motor Codes Ltd, a CTSI-certified Alternative Dispute Resolution (ADR) provider that we are prepared to engage with through the ADR process. Further details can be found at https://www.themotorombudsman.org/ or alternatively you contact their Advice Line on 0345 241 3008.
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Customer Complaint

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