Value my vehicle

Complaints procedure

Top Gear Stoke Limited constantly strives to provide the highest level of service from the first point of contact, throughout any post-sale enquiries. However, every so often things don’t go to plan and you might come away feeling dissatisfied.

Sometimes we can put things right; sometimes we can only explain ourselves and apologise. Either way, your feedback helps us to continually improve what we do, and how we do it.
Rest assured that your complaint will be dealt with seriously, and quickly.

What can I do?

It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to a member of staff on site

Your first point of contact will be the relevant salesperson, please email you complaint in writing, telephone or face to face and request for complaint log reference no.

She or he might be able to sort out the problem straight away, or if not, they might be able to introduce you to someone who can. If you are still not satisfied, you should move to the formal process.

Making a formal complaint

There are several ways to make a complaint. You can contact us by writing a letter or an email to Upon receipt, Top Gear Stoke Limited will refer your complaint to the individual/department best equipped to respond to your complaint.

Your complaint will be thoroughly investigated and Top Gear Stoke Limited 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 satisfied with the response provided by Top Gear Stoke Limited. you may be entitled to refer your complaint to The Motor Ombudsman or the Financial Ombudsman Service.

Alternative Dispute Resolution (ADR)

Top Gear Stoke Limited subscribes to the Motor Industry Code of Practice. If you remain dissatisfied with the outcome of a dispute relating to service and/or repair, then The Motor Ombudsman can provide CTSI certified Alternative Dispute Resolution (ADR.).
If you wish to take your complaint to The Motor Ombudsman please do so via their website: or by telephoning 0345 241 3008 (option 1).

Financial Ombudsman Service

For any finance related complaints please refer to our IDD Policy

The Financial Ombudsman Service provides a free, independent service for customers to solve disputes relating to regulated activity.

The Financial Ombudsman Service will only step in once Cartime has had the opportunity to investigate matters, so please let us try to help you first.

Contact the Financial Ombudsman Service

By post:
Financial Ombudsman
South Quay Plaza
183 Marsh Wall
London E14 9SR
By phone:
08000 234 567 – free for people phoning from a ‘fixed’ line (eg a landline at home)
03001 239 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

BVRLA Conciliation Service

The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member’s complaints procedure and still remain dissatisfied.