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, The Avenue, Spinningfields, Manchester M3 3AP
• By email: enquiries@primemotorsdirect.co.uk
• By phone: 0161 504 9921

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 the Financial Ombudsman Service.

Escalating your complaint

If you are dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you have the right to refer your complaint — free of charge — to the Financial Ombudsman Service:

You normally have 6 months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

Motor Ombudsman

For complaints relating to the vehicle itself (rather than finance), you may also refer your complaint to The Motor Ombudsman at www.themotorombudsman.org — a free and independent alternative dispute resolution service.

Prime Motors Direct is authorised and regulated by the Financial Conduct Authority (firm reference 987654). We are a credit broker, not a lender.