Complaints Procedure

Our business strives to achieve the highest level of customer service however if you wish to make a complaint, you can do so by the following methods -

In writing to;

Alan McIntosh

Castle Cars

16 Tomich Industrial Estate, Muir of Ord, IV6 7UF

By telephone: 01463 871177

By Email: [email protected]

Or face to face

Our procedure -

1. We will always attempt to resolve your complaint in the quickest timescale possible.

2. We will acknowledge your complaint either verbally or in writing. This will be recorded in our complaints log to ensure we keep to a satisfactory timescale.

3. If your complaint is with regards to one of our finance lenders we will promptly refer your complaint into the finance company.

4. If the complaint is resolved, you will be informed verbally and/or in writing. If this is not done so within 5 working days, we will keep you regularly updated either in writing or verbally.

5. If after 8 weeks, the complaint is still ongoing you have the right to contact the financial ombudsman service. Contact details, email - [email protected] phone - 0800 023 4567. However, if this is the case, we will inform you in writing of our final response to our investigation and contain information regarding your right to contact the above.

6. If you're unsatisfied with our final response, please get in touch with any information that may assist us in resolving your complaint.