Our Customer Care & Complaints Policy

Your Satisfaction is Our Priority

At Cheshire Performance, we are committed to providing excellent customer service. However, we understand that sometimes things may not go as expected.

If you have a concern or complaint, we want to hear from you and will aim to resolve it quickly, fairly and professionally.

Making a Complaint

If you are unhappy with any aspect of our service, please contact our Customer Service Manager in writing:

Please provide your name, vehicle registration, date of purchase, details of your complaint, any relevant supporting information and the resolution you are asking us to consider.

Our Complaints Procedure

Once we receive your complaint, we will:

• Acknowledge your complaint promptly.
• Investigate the matter fairly and objectively.
• Contact you if we require further information.
• Keep you informed where the investigation takes longer than expected.
• Provide you with our findings and proposed resolution.

We will always try to resolve your complaint as quickly and fairly as possible. We will aim to respond to your complaint within 5 working days however this may take longer where we require further information from other parties (mechanics, finance company etc).

Vehicles Purchased on Finance

If your complaint relates to a vehicle purchased on finance or a complaint about the finance agreement, you can raise your complaint directly with the finance provider using the contact details provided in your finance agreement.

You can also raise your complaint with Cheshire Performance and we will assist where appropriate.

If you complain directly to your finance provider, they will investigate the complaint in accordance with their own complaints procedure and applicable regulatory requirements and we will co-operate fully.

Where applicable, you may also have the right to refer an eligible finance complaint to the Financial Ombudsman Service:

Financial Ombudsman Service

If You Remain Dissatisfied

If you are not satisfied with our response, please let us know and we will review your concerns.

Nothing in this procedure affects your statutory consumer rights.