Complaints Procedure

Last updated: March 2026

We are committed to providing excellent customer service. However, if something goes wrong, we want to know about it and put it right. This procedure explains how to raise a complaint and what you can expect from us.

Step 1: Contact Us Directly

In the first instance, please contact us directly so we can try to resolve the issue quickly:

Phone: 01472 344421
Email: owencherrellracing@live.co.uk
In person: 40-42 Church Street, Grimsby, DN32 7DD

Most issues can be resolved through a conversation. We aim to respond to all complaints within 48 hours.

Step 2: Formal Written Complaint

If you are not satisfied with our initial response, please put your complaint in writing to:

Owen Cherrell Racing Ltd
40-42 Church Street
Grimsby
DN32 7DD

Or email: owencherrellracing@live.co.uk with the subject line “Formal Complaint”

Please include:

Your full name and contact details
Date of purchase, service, or MOT
Vehicle details (make, model, registration if applicable)
A clear description of your complaint
What resolution you are seeking
Any supporting documents (receipts, photographs, correspondence)

Step 3: Our Response

We will:

Acknowledge your written complaint within 3 working days
Investigate the matter thoroughly
Provide a full written response within 14 working days
If we need more time, we will let you know and explain why

Step 4: If You Remain Unsatisfied

If you are not satisfied with our response, you may escalate your complaint to:

The Motor Ombudsman

An independent dispute resolution body for the motor industry.

www.themotorombudsman.org

Citizens Advice

Free, confidential advice on your consumer rights.

www.citizensadvice.org.uk | 0808 223 1133

Trading Standards

Contact via Citizens Advice or your local council.

Your Statutory Rights

This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation. You always have the right to pursue legal remedies through the courts.

Finance-Related Complaints

If your complaint relates to a finance agreement, you should contact the finance provider directly in the first instance. If you are not satisfied with their response, you can escalate to the Financial Ombudsman Service: