Complaints Procedure

Prime Motors Direct is committed to providing the highest standard of service. If we have not met your expectations, we want to hear from you so that we can put things right and improve our service.

How to make a complaint

You can contact us in any of the following ways:

• By post: Complaints Manager, 93-95 Heywood Road, Prestwich, Manchester, M25 1FN
• By email: enquiries@primemotorsdirect.co.uk
• By phone: 0161 798 5832

Please include your name, contact details, vehicle or finance agreement reference (if applicable) and a clear description of your complaint and your desired resolution.

What happens next

1. Within 3 business days — we will acknowledge your complaint and confirm who is handling it.
2. Within 4 weeks — we will either provide our final response or write to explain why we are not yet able to do so and when you can expect a final response.
3. Within 8 weeks — we will provide our final response in writing. If we have been unable to do so, we will explain why and inform you of your right to refer the complaint to an independent ombudsman.

Independent escalation

If you are dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may refer your complaint — free of charge — to The Motor Ombudsman, a government-backed alternative dispute resolution service:

You normally have 12 months from the date of our final response to refer your complaint to The Motor Ombudsman.

Prime Motors Direct is an independent UK dealer (company number 15587035). We do not arrange or broker consumer credit; finance complaints should be directed to the lender or broker with whom your agreement is held.