At Victor Devine & Co Ltd, we are committed to providing the highest level of service to our customers. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns fairly and efficiently.
Our Commitment to You
We will acknowledge your complaint within 3 working days of receipt.
We will conduct a thorough investigation and aim to provide a final response within 28 days.
If further time is required, we will keep you regularly updated on the progress of your complaint.
We will always aim to resolve issues fairly and transparently, providing a clear explanation for our decisions.
How to Make a Complaint
If you have a concern about a product or service, please follow these steps:
Step 1 – Contact the Relevant Department
To help us resolve your complaint as quickly as possible, please contact.
: brian@victordevine.com
Alternatively, you can call us at +44 (0) 141 225 8100 or visit our showroom at:
Victor Devine & Co Ltd, 58-60 Hydepark Street, Glasgow, G3 8BW.
Step 2 – Information to Include
To assist with your complaint, please provide:
Your name, contact details, and address.
A detailed description of your complaint.
Copies of any relevant documents (e.g., invoices, service records).
Your preferred resolution to the issue.
Step 3 – Escalation to the Managing Director
If you are not satisfied with the response from the department handling your complaint, you may escalate the matter to our Managing Director by writing to:
Victor Devine & Co Ltd
58-60 Hydepark Street
Glasgow, G3 8BW
Email: brian@victordevine.com
Step 4 – Independent Review Options
If we are unable to resolve your complaint to your satisfaction, you may be able to seek further assistance through external bodies:
Financial Ombudsman Service (For Finance-Related Complaints)
If your complaint relates to the sale of a finance agreement, and we have not provided a satisfactory response within 8 weeks, you may refer the matter to:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk
Manufacturer Complaints (New & Approved Used Vehicles)
If your complaint relates to a new or manufacturer-approved used vehicle, and you are unsatisfied with our final response, you may contact the vehicle manufacturer’s customer service department. We can provide the necessary contact details upon request.
Data Protection & Privacy Complaints
If your complaint concerns how we handle your personal data, please direct it:
Email: brian@victordevine.com
We value all customer feedback, and we will always strive to improve our service. Thank you for allowing us the opportunity to resolve your concerns.