Complaints Procedure

At Jermyn & Sons we try to give every customer a memorable experience and aim to achieve a high level of service, this policy is designed to provide guidance on the way in which Jermyn & Sons receive and manage complaints. We want to help our customers resolve their complaint as quickly as possible, with this in mind we have a list of points to help resolve any complaint.

What if I am unhappy?

It is important to let your point of contact (e.g. Sales Executive or Service Advisor) know if you are unhappy in the first instance and give them the opportunity to put things right. It may be appropriate for the department manager to be involved, in which case they may be able to sort the problem out for you.

If they are unable to, you should contact the General Manager, either by letter, email, telephone or making an appointment to see them.

If a successful outcome is not achieved, the next step is to move to the formal process.

How to make a formal complaint

If your complaint relates to matters that have led to an expression of dissatisfaction with our business, either our General Sales Manager, Ben Smith ([email protected]) or Aftersales Manager, Simon Van-Dyk ([email protected]) should be contacted with information regarding your complaint, which they will investigate in conjunction with the relevant department.

If your complaint relates to financial services and/or general insurance regulated product sales, our General Sales Manager, Ben Smith ([email protected]) should be contacted with information regarding your complaint, which will be investigated.

If a complaint is received, we aim to assess it fairly, consistently and promptly, to determine whether it should be upheld. If your complaint is upheld, you will receive an apology and details of any appropriate remedial action or redress, that we may be taking to put things right.

If you remain dissatisfied, you may request a further review of your complaint by putting this in writing to our Managing Director.

Review of your complaint

The review will be conducted by the Director, who will provide a final response within 8 weeks of the date the formal complaint was made.

Referring your complaint

Should you still be unhappy, you can ask for your complaint to be considered by an Alternative Dispute Resolution (ADR) provider.

The Motor Ombudsman

The Motor Ombudsman is a certified ADR provider who can assist with disputes that arise between consumers and Code-accredited businesses. They must be contacted within 12 months of either making your complaint or receiving our final response.

Contact The Motor Ombudsman

By post:

The Motor Ombudsman
71 Great Peter Street

By email:

[email protected]

Via a downloaded/completed enquiry form available at:


The Financial Ombudsman

The Financial Ombudsman is a certified ADP provider and the UK’s official expert in sorting out problems with financial services.

Contact The Financial Ombudsman

By phone:

0800 023 4567

By email:

[email protected]

Via a complaint form available at:


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