Richmond Motor Group

Our Customer Care Promise

Putting you first...

Our service to customers is the cornerstone of our business. We do everything we can to ensure that you get everything you need and want, making sure we go out of our way to put your needs first. Whether you’re buying a new car or booking in a service, we like to be completely at your disposal, making sure you get value for money and a quality service every time. Our highly trained and professional staff are on hand to guide you though your journey and are ready to take action on your behalf. We believe communication is the key to building a relationship with you.

Part of the Family

As a family run business, we would like nothing more than to make you part of our family, or at least treat you as such. Richmond is forever growing and has gone from a small dealership to a large motor group that spans the South of England, being named the number #1 Hyundai Dealership in Europe. None of this would be possible without your support! We thank you and will continue to improve how we do things, putting you at the heart of it all.

We understand problems can sometimes arise and want you to be assured that we will endeavour to resolve these swiftly and professionally! Below are details of how to contact us. Whether it is a positive experience with us which you would like to share or a problem you wish to make us aware of, we take all feedback and every call, enquiry and request seriously.

Our Commitment To You

At Richmond each and every customer is important to us and we believe you have the right to a fair, swift and courteous service at all times. Please address any comments or complaints to one of the following channels where we will aim to acknowledge your feedback within two working days of receipt:

Customer Care

Richmond Cars Limited, Fitzherbert Road, Portsmouth, Hampshire, PO6 1RU.

02392 530 442

Open: Monday to Friday, 8:00am - 6:00pm

Email Us

CustomerService@richmondmotorgroup.com

Complaints Procedure

• We will acknowledge your complaint within 2 working days of receipt.

• We will fully investigate your complaint and endeavour to send a final response to you within 1 working week. If we are unable to do so, we will keep you updated on progress and send you any revised estimate date for the final response.

• If more than 2 working weeks from the date of your complaint have passed, and you haven’t received an update on progress, had a final response, or you are dissatisfied with the final response you have received, you can write to:

Mr. Sam Nobes, Group Operations Director, Richmond Motor Group, Fitzherbert Road, Portsmouth, Hampshire, PO6 1RU.

If your complaint relates to a regulated finance or insurance product, and if more than 8 working weeks from the date of your complaint have passed, and you have not received a final response, or if you are dissatisfied with the final response you have received, you can write to:

Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR.

The Motor Ombudsman

Alternative Dispute Resolution

For further information you can visit their website at https://www.themotorombudsman.org/ or call their Consumer Advise Line: 02073 441 651.