Complaints
Our Commitment to Addressing Your Concerns
At Riviera Automotive, your satisfaction is paramount. If you experience any concern or issue with your vehicle or our service, we want to hear about it promptly so we can work towards a resolution. Please contact us as soon as possible using your preferred method.
How To Contact Us
To make it easy for you to raise a concern, you can contact us through the following channels:
- Email: aftersales@rivieraautomotive.co.uk
- Telephone: 01274 299734
- Post: Complaints Department, Riviera Automotive, Unit B5, Spenbeck Business Park, Cleckheaton, West Yorkshire, BD19 4EW.
Our Complaints Process
We aim to handle all complaints fairly and efficiently. Our process varies slightly depending on the nature of your concern:
For Complaints Regarding Finance Agreements or Insurance Products:
- We will acknowledge your complaint in writing within five working days of receiving it.
- We will conduct a thorough investigation into your complaint and aim to provide a full written response outlining the outcome and our reasoning within eight weeks from the date we received your complaint.
- If, for any reason, we are unable to complete our investigation within this timeframe, we will write to you explaining the delay and provide an estimated timeframe for our response.
- If you are dissatisfied with our response, you have the right to refer your complaint to the finance/insurance company directly.
- You can also refer your complaint to the Financial Ombudsman Service (FOS), a free and independent service for resolving disputes between customers and financial services institutions. You must contact them within six months of our final response letter, and they will require a copy of the correspondence as a summary of our investigation.
You can find more information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk or contact them using the following numbers:
For All Other Complaints (e.g., vehicle sales, service issues):
- Please contact our General Sales Manager in the first instance using the contact details provided above.
- We will acknowledge your complaint within three working days of receipt.
- We aim to provide a substantive response and work towards resolving your concern within a reasonable timeframe, typically within 10 working days. If the issue is more complex and requires more time, we will inform you of the progress and provide an estimated completion date.
- If you are not satisfied with the initial response from the General Sales Manager, you can request escalation to the Dealer Principal. We will provide details of this escalation process upon request.
Your Statutory Rights
Nothing in this complaints procedure affects your statutory rights under the Consumer Rights Act 2015 or any other relevant legislation.
Our Commitment
We are committed to ensuring that your concerns are addressed fairly, transparently, and in a timely manner. We value your feedback as it helps us to improve our services.