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Customer Service

RICHMOND MOTOR GROUP

OUR CUSTOMER CARE PROMISE
PUTTING YOU FIRST...

Our service to customers is the cornerstone of our business. We do everything we can to ensure that you get everything you need and want, making sure we go out of our way to put your needs first. Whether you’re buying a new car or booking a service, we like to be completely at your disposal, making sure you get value for money and a quality service every time. Our highly trained and professional staff are on hand to guide you through your journey and are ready to take action on your behalf. We believe communication is the key to building a relationship with you.


PART OF THE FAMILY

As a family run business, we would like nothing more than to make you part of our family, or at least treat you as such. Richmond is forever growing and has gone from a small dealership to a large motor group that spans the South of England, being named the number #1 Hyundai Dealership in Europe. None of this would be possible without your support! We thank you and will continue to improve how we do things, putting you at the heart of it all.

We understand problems can sometimes arise and want you to be assured that we will endeavour to resolve these swiftly and professionally! Below are details of how to contact us. Whether it is a positive experience with us which you would like to share or a problem you wish to make us aware of, we take all feedback and every call, enquiry and request seriously.


OUR COMMITMENT TO YOU

At Richmond each and every customer is important to us and we believe you have the right to a fair, swift and courteous service at all times. Please address any comments or complaints to one of the following channels where we will aim to acknowledge your feedback within two working days of receipt:

Address

Customer Care

Richmond Motor Group, Fitzherbert Road, Portsmouth, Hampshire, PO6 1RU.

Phone

Open: Monday to Friday, 8:00am - 6:00pm


COMPLAINTS PROCEDURE

1 - We will acknowledge your complaint within 2 working days of receipt.

2 - We will investigate your complaint and endeavour to send a final response to you within 1 working week. If we are unable to do so, we will send you a status update.

3 - We will endeavour to send a final response to you within 2 working weeks of receiving the complaint. If we are unable to do so, we will write to you explaining why and provide a revised estimate for the final response.

4 - If more than 2 working weeks from the date of your complaint have passed, and you have not received a final response, or you are dissatisfied with the final response you have received, you can write to:

Mr. Sam Nobes, Group Operations Director, Richmond Motor Group, Fitzherbert Road, Portsmouth, Hampshire, PO6 1RU

5 - If more than 8 working weeks from the date of your complaint have passed, and you have not received a final response, or if you are dissatisfied with the final response you have received, you can write to:

The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN

6 - If your complaint relates to a regulated finance or insurance product, and if more than 8 working weeks from the date of your complaint have passed, and you have not received a final response, or if you are dissatisfied with the final response you have received, you can write (within 6 months of the 8 weeks’ period/final response) to:

Financial Ombudsman Service (FOS), Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9SR


The Motor Ombudsman