Complaints Policy

TrustFord is committed to providing a high quality, transparent and accessible service to everyone we deal with. In order to do this we need you to tell us when we get things wrong. We want to help resolve your complaint as quickly as possible.

We handle any expression of dissatisfaction with our service which calls for a response as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our services.

Our standards for handling complaints

  • We can receive complaints by letter, email or verbally. We treat all complaints seriously.
  • You can expect to be treated with courtesy, respect, and fairness at all times. We expect that you will also treat our colleagues dealing with your complaint with the same courtesy, respect, and fairness.
  • We will treat your complaint in confidence.
  • We will deal with your complaint promptly. We will acknowledge receipt of a complaint within 1 working day, and you can expect to have a full reply within 2 working days where possible.
  • In a few cases we will not be able to resolve your complaint within 2 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.

Third Party Reporting

Complainants may wish to have a third-party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant.

Where a third party is helping a complainant with a particular complaint, we need written consent to that effect. Where we have this authority, we will endeavour to take all possible steps to keep the third party informed of progress on the complaint.

Also, some lawyers and attorneys are legally empowered in certain circumstances to act on behalf of a complainant, and consent to disclose information is not required.


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998, subject to the need to disclose information as required by statutory authorities.

How to complain to us

If you wish to make a complaint, you can do so by email, letter or by calling the Customer Experience Team.

By post: TrustFord Head Office. 2 Charter Court, Newcomen Way, Colchester, CO4 9YA

By Email –

How we will respond to your complaint

Our complaints handling procedure, is explained below. It will help us to resolve your complaint quickly if you can give us as much detail as possible. If we do not have all the details required to deal with the complaint, the dealership may contact you and ask you for further information.

Our Customer Experience Team is responsible for managing the handling of all complaints including monitoring that your issues are fully resolved where possible.  

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. The credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

If you are still dissatisfied

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and any regulated credit or hire agreement complaints you can contact the Financial Ombudsman Service.  The Financial Ombudsman Service is free, independent and impartial. 

The Financial Ombudsman Service consumer helpline is available on 0800 0234 567 or 0300 1239 123 or you can visit their website at, email them at or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

For non-finance issues you can refer your complaint to the Motor Ombudsman for Alternative Dispute.

The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN, 0345 241 3008 (option 1),, or email:

IF your complaint relates to vehicle rental, leasing or the fleet sector you can complain to BVRLA ADR Service

BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD

Email -

The time scale for a response is 8 weeks as directed by the Financial Ombudsman under DISP.


When we get things wrong, we will act to:

  • accept responsibility and apologise.
  • explain what went wrong and why, and
  • put things right by making any changes required.
  • learn lessons from mistakes and change policies and practices where proportionate and sensible to do so.

The general principle we follow is that complainants should, so far as possible, be put in the position they would have been in, had things not gone wrong.

An apology is generally the most appropriate action, but other action may also be necessary in some circumstances.


In the majority of cases, remedies other than financial compensation will satisfy the complainant. Financial compensation is a final option and will only apply in cases where the loss or suffering is considered to warrant such a payment i.e., in cases of actual direct or indirect financial loss.

In circumstances where it is decided that our action or lack of action has resulted in the complainant suffering direct or indirect financial loss, compensation may be payable.

Where it is decided, following investigation of a complaint, that a complainant has suffered an injustice and or hardship resulting in direct or indirect financial loss due to errors occurring with our services provided, we will determine whether compensation is an appropriate remedy by looking at all the evidence, including how much the complainant can demonstrate they have lost, or what extra costs they have incurred as a result of any errors caused by TrustFord.

The reason for our decision will be recorded by the decision maker and included in our response.

Vexatious and repetitive complaints and unreasonable or abusive behaviour

All complaints will be dealt with in accordance with this policy. However, unreasonable or abusive complaint behaviour does happen from time to time, and vexatious and repetitive complaints can also occur. Difficulties in handling such situations can place strain on time and resources and can be stressful for colleagues that have to deal with these complex and challenging issues.

Persistent or vexatious complaints are defined as “those who, because of the frequency or nature of their contact with TrustFord, hinder TrustFord’s consideration of their or other people’s, complaints”.

We have a policy which sets out how we will respond to these situations. A copy of this is available on request.

Reasonable adjustments and alternative formats

TrustFord is committed to equal opportunities and our aim is to make our Complaints Procedure easy to use and accessible to all our customers. We will take reasonable steps to accommodate any reasonable adjustments you may have to enable you to access this policy or receive responses to complaints in other formats and provide such assistance as you may reasonably require.