Our Pledge to Address Customer Concerns

At JT Hughes (Oswestry) Ltd, we perceive every customer complaint as an opportunity to enhance our services and transform dissatisfied customers into long-term, contented clients. Customers can trust that if any issues arise during the sales or post-sale processes, we will handle their complaints seriously and take fair actions to resolve them. In instances where complaints are validated, appropriate measures will be taken to rectify the customer's position and address any associated costs. In cases of complaint rejection, JT Hughes (Oswestry) Ltd is committed to providing clear communication about the investigation results to ensure customer understanding.

Our Approach to Complaint Handling

We treat all complaints with the utmost seriousness. Whether customers reach out to our HR Department, or via letter, email, or telephone, their concerns are logged into our central system. An acknowledgment letter will be sent within five working days. The HR Administrator will then assign this complaint to a Manager who will work directly with our Sales or After Sales Director who will deal with the complaint throughout the process. An investigation will then be completed and within 14 days we should be in a position to provide a full explanation to the complainant, This will be provided either in writing or by arranging a meeting with the individuals concerned if appropriate. If the issue is too complex to complete the investigation within 14 days, we will notify the complainant and inform of any delays.

Tailored Processes for Different Complaints

Financial Conduct Authority (FCA) Regulated Products Complaints

Any expression of dissatisfaction related to financial services falls under the category of an FCA product complaint (FCA Complaint). This includes complaints about financial services made to our dealerships or central Customer Services team.

Goods and Non-Financial Services Complaints

All other complaints regarding goods or non-financial services supplied by us are categorized as general complaints.

Unified Complaints Resolution Process

While some concerns can be addressed immediately, others may require in-depth investigation. The relevant dealership or department will be responsible for attempting to resolve the concern, with the responsible manager or director contacting the customer for resolution. If the concern remains unresolved after 14 days, it will be escalated to the Managing Director for further attention. Customers can always engage with our HR Department at any stage.

For FCA complaints, a more formal process involves a review by our central team within eight weeks of receipt. If resolution is not achieved within this timeframe, customers will be informed of the delay and their right to escalate the matter to the Financial Ombudsman Service.

Financial Conduct Authority (FCA) Ruling 11.01.2024 /Paused Response Complaints

On 11th January 2024 the Financial Conduct Authority, (FCA) applied specific guidance to the handling of complaints for Discretionary Commission Arrangements (DCA), whereby the usual 8-week deadline to respond to complaints is “paused”.

The Financial Conduct Authority (FCA) has now extended the “pause” until after the 4th of December 2025.

If you would like to understand further information, published by the Financial Conduct Authority, you can view this here:
https://www.fca.org.uk/publications/policy-statements/ps24-11-extending-temporary-changes-handling-rules-motor-finance-complaints

Download the JT Hughes Complaints Handling Procedure (PDF 142 KB).

We are committed to delivering the highest quality service, yet we acknowledge that there are instances when our efforts may not meet expectations. If you feel that we have significantly missed the mark and wish to file a formal complaint, we encourage you to reach out to us via hr@jthughes.co.uk. Please include as much detail as possible about your complaint to enable us to address it effectively. We assure you of our prompt attention to resolve the matter.