Complaints Policy

What to do if you have a complaint 

Mount Vernon Motors Ltd is committed to providing a customer experience of the highest standard, but we do understand that sometimes things can go wrong, we are committed to listening to your feedback and resolving any issues wherever we can. If you wish to complain our aim will be to resolve your complaint as quickly as possible.

You can contact us on the phone 0141 778 5727 or face to face, or you can send your enquiry to us:

By Post/in person: Mount Vernon Motors Ltd, 8 Hamilton Rd, Glasgow G32 9QG

 or e-mail to: [email protected]

Upon receipt, we will refer your complaint to the individual/department best equipped to respond to your complaint.

Your complaint will be thoroughly investigated, and we will provide you with the outcome of such investigations as soon as possible (please allow 7-10 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues and if necessary, you will be given an apology.   

If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter.

You can contact them:

• By phone: 0800 023 4567

• By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

• By Email: [email protected]

• Policy valid 03/06/2026

• Policy review 02/06/2027