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 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 through your journey and are ready to take action on your behalf. We believe communication is the key to building a relationship with you.
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.
Following its consultation, the Financial Conduct Authority (FCA) has now confirmed the introduction of an industry-wide redress scheme for Discretionary Commission Arrangements (DCA). The scheme is designed to ensure that motor finance customers who were treated unfairly receive fair and timely compensation.
Under the confirmed scheme:
- Finance providers will begin contacting affected customers from late summer 2026
- Redress will apply to relevant historic agreements (typically covering agreements entered into between 2004 and 2024, depending on individual lender criteria), with compensation assessed on an individual basis
- There are defined deadlines for finance providers to complete customer outreach and any required payments
The FCA has also confirmed that the deadline for finance providers to issue final responses to existing DCA complaints (excluding leasing complaints) remains extended to 31 July 2026.
The FCA has urged customers not to use claims management companies that charge a fee, as lenders will be proactively identifying and contacting potentially eligible customers as part of the redress scheme.
Customers who have already submitted a complaint may receive any applicable redress from 2026 onwards. Customers who submit a complaint from this point forward may receive any applicable redress from 2027 onwards.
If you have a query or wish to make a complaint about your finance agreement, you should contact your finance provider directly. They will be able to provide full details of their complaints process, eligibility, and next steps under the redress scheme.
Please use the contact details below for your relevant finance provider:
Further information about motor finance complaints, timelines and the FCA’s proposed redress scheme can be found on the FCA website here: https://www.fca.org.uk/consumers/car-finance-complaints
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: