Complaints Procedure
At Chapelhouse we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don't meet expectations. When this happens the first step to take is to get in contact with a member our team.
If you have a general complaint:
For complaints relating to anything concerning the dealership, sales or after sales.
Please contact us directly via email with the details and any supporting documentation.
If you do not have an email account, you can telephone us or send a letter.
Chapelhouse Motor Co Ltd,
Canal Street,
St Helens.
WA10 3JG
Telephone: 01744 738 000
Email: [email protected]
You can also raise a complaint using the following link
If you have a Complaint regarding insurance activities?
If your complaint relates to Insurance, then please contact Automotive Compliance directly.
Automotive Compliance Ltd you can be contacted via post, telephone, or email:
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone - 01452 671 560
Email - [email protected]
If a complaint regarding Finance or Insurance activities cannot be resolved within 8 weeks, you may refer your dispute to the Financial Ombudsman Service.
This service is free to use.
Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Discretionary Commission Arrangement Complaints
The FCA have announced they are extending the existing pause on complaint handling rules for discretionary commission arrangements (“DCAs”). They now expect to announce the findings of their investigation in May 2025 and have therefore extended the pause on complaints handling to 4 December 2025.
You may have an eligible DCA complaint if:
1. You used car finance to buy a car after April 2007 and before 28 January 2021.
2. A discretionary commission arrangement was operated in relation to your agreement.
If you have an eligible DCA complaint, you will not receive a final response from us within the usual 8-week deadline as the FCA has extended the deadline until 4th December 2025.
If you're unhappy with our final response, you still have the right to take your complaint to the Financial Ombudsman Service (“FOS”). Usually, you would have six months from the date of our final response letter to refer your complaint, however, as a result of the pause to complaint handling, this has been extended by up to 15 months.
For further information, you can visit the announcement on the FCA's website here. To make a complaint to us in relation to a commission arrangement, please email: [email protected].
Please remember to include the registration number of the vehicle and the Chapelhouse location you purchased from.