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Whether you’ve got a question or some helpful feedback, we’re all ears and would welcome your comments. If you do have a question, we will endeavor to get back to you as soon as possible
We pride ourselves on providing excellent customer service. However, we accept that there are times when we get it wrong and that you need to bring these issues to our attention. We will try to resolve any issues that are raised quickly.
Your initial complaint will be referred to our General Manager at the centre concerned, who will attempt to resolve the issue within seven days. Each of our General Managers has complete authority to deal with any type of complaint and are completely experienced to settle all grievances to the mutual benefit of you and our company.
Contact details for all our centres can be found here
If you are dissatisfied with the resolution at this stage, then your complaint can be escalated to the Customer Care team at our Head Office. Our Customer Care team aims to provide an initial response within one working day. An investigation will then begin with the centre concerned and a full response offered within five working days.
Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation provided, you may take the matter to The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. They allow us eight weeks to offer you a final response before they are able to look into a case. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008* (option 1);. Their decision will be legally binding on both The RRG Group and you, as the consumer.
You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk
Motor Finance Commission - Customer Information
Following the Supreme Court ruling in August 2025 concerning motor finance commission arrangements, the Financial Conduct Authority (FCA) is currently consulting on the introduction of a formal industry-wide redress scheme. The FCA has indicated that it expects to publish a policy statement and final rules in early 2026. Once these are in place, finance providers will begin reviewing complaints that have already been submitted and aim to issue responses within the timescales set by the FCA.
Customers who have not previously raised a complaint will be able to do so once the redress scheme has launched. In these cases, responses are expected to be issued within the regulatory time limits applicable at that time.
As a motor dealership, we are not the lender and do not make decisions on commission arrangements or complaint outcomes. However, we recommend that customers review the documentation provided at the time of purchase. If you have any questions or require copies of documents we hold, please contact us and we will be happy to assist.
This page will be updated as further information becomes available and once the FCA’s redress scheme is finalised.
For more information, please see https://www.fca.org.uk/car-finance-complaints
RRG Group are part of the
Primary Authority Partnership who are in consultation with the Trading
Standards Authority. Salford Council are our Primary Authority – Any
complaint which is referred to trading standards (elating to any RRG Location)
will be referred to our Primary Authority.