Customer Care Policy: Service and Repair

Customer Guide to Complaints Handling Procedure

The steps we take to handle complaints:

Our Commitment to You

At SG Petch Ltd our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a Complaint

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.

Your complaint will be taken seriously, and we will make every effort to resolve straight away.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated product purchased at an early stage.

You can notify us of your complaint through the following channels:

In Writing: To the Complaints Manager
  • McMullen Road, Darlington, County Durham DL1 1XZ
  • Telephone number: 01325 488886
  • Fax: 01325 464908
  • Email:

What happens if your complaint cannot be resolved right away?

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

By Day 7 (5 working days)

We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint.

By 4 weeks

Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By 8 weeks

In the unlikely event that your complaint has not been resolved at an earlier stage, Jed Hodgson, our Complaint's Manager will complete a review and write to you with a final response.

If you are still dissatisfied

If you wish to pursue your complaint further, you can contact the Motor Ombudsman.

The Motor Ombudsman is the automotive dispute resolution body. The Motor Ombudsman act as a fully impartial adjudicator and is approved by the Chartered Trading Standards Institute. You can find out more about this service by contacting:
  • The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
  • Telephone number: 0345 241 3008 (Option 1)
The Motor Ombudsman will look at complaints where a potential breach of the Service and Repair Code has occurred. The service is free to consumers as an alternative to traditional avenues (such as a court).

Complaints should be referred to The Motor Ombudsman within one year of the complaint being made to the accredited business or from the date of the final response letter, whichever is the later. If it has been more than six years since the event giving rise to the complaint, then The Motor Ombudsman may not be able to consider the complaint.

The Motor Ombudsman aims to have all cases resolved within 90 days. However, sometimes things can be a bit trickier and it may take longer to reach a decision. If that is the case, The Motor Ombudsman will keep both parties informed at every step of the way.

If you have any queries about S G Petch Ltd's complaints process please contact:
  • The Complaints Manager
  • McMullen Road, Darlington, County Durham DL1 1XZ
  • Telephone number: 01325 488886