Complaints Policy

At Charters we pride ourselves on delivering a high level of customer satisfaction, however we do understand that occasionally we unfortunately don’t meet expectations. Therefore when this happens the first step is to make contact with a member of our team.

IF YOU HAVE A GENERAL COMPLAINT

For complaints relating to non-regulated activities i.e. anything pertaining to the dealership, Sales or Aftersales, please contact us directly via email with the details and any relevant documentation to enquiries@chartersgroup.com

If you do not have an email account, please write to us at:

Charters of Aldershot Ltd
251 Ash Road
Aldershot
Hampshire
GU12 4DD

Our management team is committed to making every effort to resolve any issues or problems you may have; very often issues are dealt with leaving the customer happy with the service they have received.

In the event we are unable to resolve your complaint within 8 weeks, you may refer your dispute to the Motor Ombudsman service; this service is free to use and are available on:

Helpline 0345 241 3008

Website www.themotorombudsman.org

REPRESENTATIVE EXAMPLE

Hire Purchase (HP)	£209.21	£1,030.00	£0.00	£10,304.00	£9,274.00	£0.00	£13,592.00	13.4% (fixed)	60 Months	13.4%

Personal Contract Purchase (PCP)	£191.02	£1,030.00	£0	£10,304.00	£9,274.00	£3,519.47	£13,718.43	13.4% (fixed)	48 Months	8000	£0.12	13.4%

FINANCIAL DISCLOSURE
Charters of Aldershot Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.

We can introduce you to a limited number of finance providers. We do not charge a fee for our Consumer Credit services. We do not act as a financial adviser, or fiduciary. We act in our own interest, whichever lender we introduce you to, we will typically receive commission from them based on either a fixed fee or a fixed percentage of the amount you borrow. Any and all commission amounts will be fully disclosed to you as part of your sales journey. You will be required to give your fully informed consent to our receipt of this commission. By doing this, you acknowledge that you understand our role as a credit broker, and that we will receive a financial incentive if you take out a loan from a lender that we introduce you to.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required.

Personal Contract Purchase: *At the end of the agreement there are 3 options: (i) Renew: Part exchange the vehicle. (ii) Retain: Pay the Optional Final Payment to own the vehicle or (iii) Return the vehicle. Further charges may be made subject to the condition or mileage of the vehicle.