Customer Complaints Form

We take our customer service very seriously. If you are unhappy with our service we need to know. Here’s how to let us know:

Auction Buyers

Please Note: if you are an auction buyer and have a complaint or an issue that relates to any other below, this is not the form for you.

  • a vehicle,
  • a vehicle sale/provisional,
  • G3 Assured,
  • our sales service
  • or an invoice/payment query

please use our Concerns Form, by clicking the button below:

Customer Concerns Form

General Complaints

If you are not an auction buyer and wish to raise a concern regarding our service to you, this is the place to raise your concern via the confidential form on this page. We take customer complaints very seriously and we will acknowledge your complaint in writing to you within 5 working days.

Alternatively, you can contact us by email at [email protected] or contact our customer service team on 0845 190 6363

Our Complaints Process

  • We will acknowledge receipt of your complaint within 5 working days.
  • We may have to contact you for more information to resolve your complaint. Once we have addressed your complaint, we will contact you again with the outcome. We aim to resolve all complaints within 4 weeks.
  • In very exceptional circumstances if we are unable to resolve your complaint within 4 weeks, we will contact you with an update, we have up to 8 weeks to write to you and let you know the outcome.
  • Some complaints we receive can be referred to the Financial Ombudsman’s Service for adjudication, we will write and let you know if you have a right to do so and the process to follow.