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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