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Client Complaints
Procedure

Rolls-Royce Motor Cars Client Complaints Procedure

Rolls-Royce Motor Cars is committed to producing and delivering products and services of the highest standard, but we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation in a fair and transparent way

Rolls-Royce Motor Cars will investigate all complaints competently, diligently and impartially obtaining additional information as and when necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

Contact us

If you have a concern with either your vehicle or the service you have received from your Rolls-Royce Motor Cars Dealership, please contact us by your preferred method from the list below.

Write to us at:

Client Relations Department

Rolls-Royce Motor Cars Limited

The Drive, Westhampnett, Chichester, West Sussex, PO18 0SH

 

International

+44 (0) 1243 384300

customer.relationsuk@rolls-roycemotorcars.com

 

North America

Rolls-Royce Motor Cars NA LLC

300 Chestnut Ridge Road, Woodcliff Lake, NJ 07677

+1 877 877 3735

customer.relations@rolls-roycemotorcarsna.com

 

China

Rolls-Royce Motor Cars

Gateway Plaza,

No.18 Xia Guang Li,

North East Third Ring,

Chaoyang District,

Beijing 100027

+86 400 818 7979

customer.relationschina@rolls-roycemotorcars.com

 

We’re available:

8.30am – 5.00pm Monday to Friday


Our commitment to you

We will thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We aim to close 50% of our customer complaints within 7 business days.

More complex cases may take longer and the team will keep you updated on an agreed timely basis.

We will explain our decision and agree a course of action with you, in a way that is fair, clear and not misleading and offer remedial action or redress if required.


What you will need to provide

Your name and address

Your vehicles VIN/Chasiss number (if an owner)

Details of how we can contact you and how you would like to be contacted

A clear description of your complaint

Copies of any supporting documentation

What you would like us to do to rectify the situation


For UK credit broking activity complaints only

If you are dissatisfied with either our response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review but only if your complaint is in relation to our credit broking activities in the UK.

This means, any marketing material or recommendations we make in relation to any finance offers from Rolls-Royce Motor Cars Financial Services, a trading name of BMW Financial Services (GB) Limited. In the first instance you must have given us the opportunity to find a resolution. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. The Financial Ombudsman’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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FAQs

Goodwood Factory Tours

Do you offer factory tours of Goodwood?

Unfortunately, we no longer offer a public tour programme. Should this change in the future, we will update our website. 

Brochure Requests

Can I have a brochure?

All brochures can be viewed and downloaded within the model pages online or within enquiries. We no longer produce printed brochures.

Career Interest

I am interested in pursuing a career within Rolls-Royce Motor Cars, how can I apply?

All current opportunities are advertised on the careers page. Should you wish to register your interest or submit an application, please visit the careers page and follow the instructions. Vacancies for Apprenticeships and Internships are also advertised here. 

 

Do you offer work experience placements?

Regrettably, due to the volume of requests we receive for work experience placements from the children of our employees, we are unable to offer a placement at this time.

Looking further to the future, we offer a range of Apprenticeships and a Graduate Scheme, details of which can be found on the careers page on our website.

Collaborations

I would like to collaborate with Rolls-Royce Motor Cars

Unfortunately, due the volume of request we receive of this nature we cannot accept collaboration requests. 

 

I have some designs or ideas that I would like to show Rolls-Royce, who can I speak to?

We receive many requests for submission of design ideas and we are not permitted to accept ideas from any persons outside of the business. 

Classic Motor Cars

I need information about my classic Rolls-Royce (built prior to 2003)

All motorcars built before 2003 (both Rolls-Royce and Bentley) and their related history are dealt with by the Bentley organisation. The Bentley Heritage website could be a useful source of information for you.

If you have any questions about Rolls-Royce motor cars built after 2003 please get in touch with us on the details below and one of our client specialists will be happy to assist you.

Email: enquiries@rolls-roycemotorcars.com
Telephone: 01243 525700                              

Sponsorships

How can I request sponsorship from Rolls-Royce Motor Cars?

We receive many requests for sponsorship, funding and donations, and whilst we are a keen supporter of local charities sadly we cannot support every worthy cause which is brought to our attention. Rolls-Royce Motor Cars selects a house charity each year to be our primary charitable focus, for 2019 the charity we have chosen is Home-Start Arun.

Home-Start Arun promotes the welfare of families in the Arun, Worthing and Adur District Council areas, to alleviate stress and conflict at home and prevent family crisis and breakdown. 

Prices

Can you give me the prices of your models?

The prices of our model range would depend on the specification. For further information please contact your nearest Rolls-Royce dealership who will be delighted to assist you further.

Please follow the link to locate your nearest Rolls-Royce Motor Cars authorized dealership by selecting 'Enquiry' then 'Find a Dealer' from the top right hand side.

 

Locate a Rolls-Royce Dealership

Where is my nearest authorised Rolls-Royce Motor Cars dealership?

Please follow the link to locate your nearest Rolls-Royce Motor Cars authorized dealership by selecting 'Enquiry' then 'Find a Dealer' from the top right hand side.

Rolls-Royce Images

I would like to download some Rolls-Royce pictures and videos.

We recommend you visit our social media pages where you will find official Rolls-Royce photos and videos of all of our models. You can also visit our press page for recent news and updates. Don’t forget to like and share!

Follow Rolls-Royce Motor Cars :

twitter.com/rollsroycecars
facebook.com/rollsroycemotorcars
youtube.com/rollsroycemotorcars

Rolls-Royce Merchandise

Where can I purchase Rolls-Royce Motor Cars merchandise?

Our merchandise may only be purchased through an authorised Rolls-Royce Motor Cars dealership —  however — you may begin the process online. Using our online Boutique, simply add your desired items to your shopping basket. Once you have created your “List”, select the “Submit to a Dealer” button. A dealer will then be in touch to confirm your order.

Addresses

Rolls-Royce Motor Cars, The Drive, Westhampnett, Chichester, PO18 0SH.
Telephone: 01243 525700
Email: enquiries@rolls-roycemotorcars.com
Opening times Monday-Friday 09.00-17.00

If you are based in North America, please email generalenquiries@rolls-roycemotorcarsna.com

 

Rolls-Royce Motor Cars and Rolls-Royce PLC

Rolls-Royce Motor Cars Ltd. is a separate legal entity from Rolls-Royce PLC and is a wholly-owned subsidiary of the BMW Group. Based at Goodwood near Chichester in West Sussex, it commenced business on 1st January 2003 as its new global production facility. Rolls-Royce Motor Cars manufactures and sells the worlds pinnacle super-luxury automobiles, including the Phantom, Ghost, Wraith, Dawn and Cullinan models. 

My Rolls-Royce

I want to sign up to 'My Rolls-Royce'

Access to the 'My Rolls-Royce' portal is exclusively for existing clients of Rolls-Royce Motor Cars. If you apply and we are unable to match your details we will decline your request. If you feel we have made a mistake on the decision please email enquiries@rolls-roycemotorcars.com

Certificate of Conformity (COC)

How do I request a Certificate of Conformity?

A certificate of conformity is no longer available directly from our head office. Requests are now dealt with by any authorised Rolls-Royce Motor Cars dealerships.

To find a full list of current dealerships and the one most convenient to you please use the dealership locating section on our website.

Rolls-Royce Motor Cars client complaints procedure

How can I register a complaint about my Rolls-Royce vehicle / the service provided to me?

Rolls-Royce Motor Cars is committed to producing and delivering products and services of the highest standard, but we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, please visit this page for more details.

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