Complaints procedure

If something isn’t right with work we’ve done, a part you’ve bought from us or the way we’ve dealt with you, we want to know so we can put it right. This applies to everything we do: tuning, servicing and repairs, and parts bought in person or online.

How to raise a complaint

Email us at sales@jfautomotive.co.uk with “Complaint” in the subject line. Please include:

• your name and the best number to reach you on
• your vehicle registration
• your invoice or order number, if you have it
• what went wrong, and what you’d like us to do about it
• any photos or documents that help explain it

If you’d rather talk it through first, call us on 01622 321500. We’ll still ask you to confirm the complaint by email, so there’s a written record we can both refer back to.

Who deals with it

Your complaint will be handled by John Ford, James Marshall or Olivia James. If it involves one of them directly, one of the others will deal with it.

What happens next

1. We’ll confirm we’ve received your complaint within 2 working days.
2. We’ll look into it. That may mean asking you to bring the vehicle in so we can inspect it.
3. We’ll give you our full response in writing within 14 days. If we need longer, for example while we wait for a parts supplier, we’ll tell you why and when to expect an answer.

If you’re not happy with our response

Reply to our email and tell us why, and someone who hasn’t dealt with it so far will review it. If we still can’t agree, you can get free, impartial advice from Citizens Advice (citizensadvice.org.uk). This doesn’t affect your legal rights.

See also our terms and conditions, returns and privacy and cookies policy.