Complaints Policy

If you have a Finance Complaint 

Here at DJH Prestige and Sport we hope you have had a fantastic experience as we do like to exceed expectations where possible.

If we fail to meet your expectations, please call us and we will try to put things right straight away or as quickly as possible. Our business likes to exceed expectations and will always act as quick as possible to resolve any concerns. 

If you feel we have still not met your expectations you can notify us of your complaint formally in writing to; Unit 1, Bricklyn Farm, Bulls Lane, Wishaw, Sutton Coldfield, West Midlands, B76 9QN, or by email to ; djh.cars@yahoo.co.uk. Then as set out by The Financial Conduct Authority (FCA) guidelines We will acknowledge your complaint within 7 days of us receiving the complaint. Please ensure you include the following information.

• Your name and address in full
• Your telephone numbers and email addresses
• Details of any vehicle concerned along with reference or Registration numbers
• Copies of any specific documents being discussed or referred to
• Full details of the issues or complaint that you have with our service or team member
• An indication of your preferred outcome of the complaint procedure

We will then investigate your complaint and either invite you to a meeting discuss your complaint or arrange a scheduled call. We shall do this within 14 days of sending you the acknowledgment letter. Following the telephone conversation / meeting we will write to you to confirm what took place and any solutions we have agreed with you; or send you a detailed written response to your complaint to include suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgment letter.

Although often most complaints are resolved quickly, we aim to have a full resolution within a 8 week deadline providing third part supplies are obtained with said timeline. 

If you are still not reasonably satisfied with the response after following the above steps you must contact us again and we will arrange for a final review of the decision. We will contact you within 21 days of receiving your request confirming our final position on your complaint and explaining our reasons.

After these procedures have been followed, if you are still unhappy and feel the matter has not been resolved to your satisfaction, please contact the Financial Ombudsman Service(FOS) (www.financialombudsman.org.uk) Please note FOS may not be able to deal with complaints from business customers. Further details about our complaints procedure and FOS are available on request.