Complaints Procedure

Committed to Listening and Improving

Mitchell Group is committed to delivering an excellent customer experience across all three of our dealership franchises. We welcome all feedback—both positive and negative—as it helps us continually improve our service. Although issues are rare, we understand that sometimes things may not go as expected. If that happens, we are here to help and will work with you to resolve any concerns as quickly and fairly as possible.

How to Raise a Concern

If you have a concern or are dissatisfied with any part of our service, please let us know. You can contact us directly at:

📧Email:  complaints@mitchellgroup.co.uk

Please include:

1. Your name and preferred contact details
2. Vehicle registration (if applicable)
3. The dealership franchise you dealt with
4. A brief description of the issue

This helps us understand your concern and respond promptly.

What Happens Next

1. Acknowledgement - We will acknowledge your complaint within 3 working days.
2. Investigation - A relevant manager will review the details of your concern, gather any necessary information, and may contact you for further clarification.
3. Response - We aim to provide a full response within 10 working days. If more time is required (for example, if additional technical checks or third-party information are needed), we will keep you informed of progress.
4. Resolution - We will explain our findings clearly and outline any actions we can take to resolve the matter.

If You’re Still Not Satisfied

If you feel your concern has not been fully resolved, you are welcome to request a further review, which will be carried out by a senior member of the Mitchell Group team.