Complaints Policy

Complaints Procedure

Our customers are entitled to a high level of service at Opus Motor Group; unfortunately, from time-to-time things can and do go wrong. When they do, we will make every effort to resolve and handle your complaint as quickly and amicably as possible. 

Whether your complaint is about any of the services relating to Opus Motor Group, our website, general customer service or pre and post-delivery of a vehicle through Opus Motor Group, we would like you to tell us the full details of your complaint so we can put things right. 

Help us to understand your complaint 

Understanding the nature of your complaint that can be made by, or on behalf of an eligible complainant; that may refer to what the complainant has suffered, or may suffer, for example could be financial loss, material distress, material inconvenience or advice given

  • Please provide clear details of the nature of your complaint 
  • Steps you have already taken to try to resolve the complaint that have not been addressed
  • What steps would you like us to take to resolve your complaint.
  • In your own interest, you should keep copies of the information submitted for your records. 
How will we handle your complaint 

Depending up on the complexity and nature of your complaint we aim to resolve your complaint straight away, if we are unable to do so we will ensure you receive an acknowledgement of progress in writing within 5 working days, and why we have not been able to do so, along with information on who is dealing with your complaint. We will contact your regularly until your complaint has been resolved.

If you are still not satisfied 

If we cannot agree an acceptable resolution to your complaint within 8 weeks we will write to you giving our reasons for the delay or provide a letter detailing our final response to your complaint. 

Final Response

The outcome of your complaint investigation will be communicated to you outlining and explaining our final position in writing in respect of your complaint. You also have the legal right to refer our final response decision to the Financial ombudsman./complaints within 6 months from the date of the final decision.

Our Managing Director Sohail Khan will always assist you resolve your grievance were possible and can be contacted by writing letter/email and sent to Stockton Kia, Concorde Way, Stockton-on-Tees, TS18 3BP or [email protected]

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