Registering a complaint.

At WJ King, we like to be as transparent as possible when it comes to our customers. We aim to maintain customer excellence and strive to deliver a high-quality service for you and all of our customers. However, we accept that there are times we do get it wrong and would appreciate it if you bought it to our attention. This will help us improve our service in the future. In the event of a concern or if you believe we could improve our service, please do contact us so we can help find a solution to your problem.

If for any reason you would like to make a complaint, in the first instance we ask you contact our Complaints Department (see form at the bottom of this page) who will be happy to deal with your enquiry.

Step-by-step complaints procedure:

We do everything we can to ensure our customers get the best products and services possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay; and
• Make sure you are satisfied with how your complaint was resolved

What do we need from you?

Our plan is to always resolve any complaint at the earliest opportunity, so please help us by sending the information required below:

• Full contact name
• Full postal address
• Your vehicle registration number
• Daytime telephone number
• Description of your complaint (please include any appropriate documents available, and the individual previously who was dealing with your concern)
• What would be your preferable solution to the problem

How and where to complain:

If you are not satisfied with any aspect of our service or products, you can tell us about your complaint. If your complaint is in relation to motor vehicle finance, we ask you click the button below for more details.

CAR FINANCE COMPLAINTS

You can raise your concerns by contacting us in the following ways:

Online form:

Please complete the form at the bottom of this page, making sure to add as much detail as possible.

In-person:

Contact the relevant site directly, all site addresses can be found by clicking here: https://www.wjking.co.uk/locations

In writing:

Write to us and address your letter to:

The Customer Complaint Manager
WJ King Group
70/88 Park View Road
Welling
Kent
DA16 1SF
 
By telephone:

Call us on 01322 222172 during our office hours and speak to our Customer Services Department.

By email:

Please email us at: complaints@wjking.co.uk

How long will it take?

We aim to acknowledge your complaint within 48 hours, if we cannot resolve your complaint within 7-days, we will contact you and advise you of the next step.

We will aim to resolve your complaint quickly, but it may take longer if it is complex or if further investigation is required.

We will keep you informed regularly, but if you need an update, please call us on 01322 222192 and ask to speak to the person handling your complaint.
 
If we cannot reach an agreement with you?

If we can’t agree on a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
• Issue our final decision letter, which will explain our final position

We aim to resolve all complaints internally. However, after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the National Conciliation Service.

The National Conciliation Service, Retail Motor Industry Federation.

Please note that WJ King (Garages) Limited are members of the Retail Motor Industry Federation who operate a conciliation and arbitration service. If you are not happy with our response, The National Conciliation Service can answer questions and provide expert independent advice, conciliation and arbitration in relation to RMI members.
 
You should contact the National Conciliation Service in writing, their address is:

The National Conciliation Service
Retail Motor Federation
2 Allerton Road 
Central Park,
Rugby 
Warwickshire
CV23 0PA

Many thanks - WJ King Group.