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Alpine Centre Winchester
Easton Lane,
SO23 7SL

Sales: 01962 810000

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Reading Dacia
106 Bath Road,
RG30 2EU

Sales: 0118 214 2800

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Winchester Dacia
Easton Lane,
SO23 7SL

Sales: 01962 810000

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Winchester Renault
Easton Lane,
SO23 7SL

Sales: 01962 810000

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Winchester Peugeot
Easton Lane,
SO23 7SL

Sales: 01962 810020

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Camberley Volkswagen
117 London Road,
GU15 3LG

Sales: 01276 691200

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Andover Volkswagen
50 London Street,
SP10 2PE

Sales: 01264 355200

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Skoda Basingstoke Approved Repair Centre
Skoda Basingstoke Approved Repair Centre,
RG24 7NZ

Sales: 01256 867050

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Complaints Handling Procedure

We always aim to provide the best possible service, but occasionally misunderstandings and mistakes can occur and when they do it is important that you inform us, so that we can investigate your concerns. If you have had a problem with the service that you have received and do not feel that it was dealt with successfully, please follow our complaints handling procedure as we want to resolve your issue as soon as possible.


Step 1. Make Contact.

In the first instance: contact the relevant Line Manager in the branch where your complaint originates (by phone or email). As an alternative to an email or a telephone call, you can send your complaint to us by post. You will find our site and department addresses on our website

When you contact us, it would be most helpful if you could provide us with the following information, so we can deal with your complaint more efficiently:

  • Your full contact details: name, company name (if applicable), address, telephone number and email address.
  • The Martins site location and department that you are dealing with.
  • A clear description of your complaint.
  • The dates and times that the incident occurred.
  • The names of any Martins staff that were serving you.
  • Any relevant reference numbers.
  • Copies of any supporting documents.
  • Details of what you would like us to do to rectify your concerns.



Step 2. How we aim to put things right.

We treat all complaints seriously and confidentially. We will fully investigate your complaint and we will do this in a courteous, prompt and straightforward manner. Your complaint will be handled by the relevant member of our management team, who will attempt to contact you within 5 working days of your complaints receipt. During the initial contact we will confirm the details of your case handler, including how to contact them.
We will then continue to keep you updated on the progress of your complaint, and within 8 weeks of receiving your complaint we will either, write to you with our final response and the reasons for providing the response, or explain why we are not yet in a position to provide our final response and let you know when we expect to be able to provide it.


Step 3. What resolution can you expect?

The different resolutions you can expect from our complaints are:

  • An apology where we have failed to provide a satisfactory level of service.
  • An explanation addressing the issue(s) you have raised.
  • Where required, appropriate remedial action (that may include the award of a goodwill payment or compensation, if appropriate to the circumstances).


Step 4. Escalation to our Heads of Customer Experience.

If you cannot reach an agreement with our relevant heads of departments within 8 weeks of your initial complaint, you can escalate your complaint to our group ‘Heads of Customer Experience’ for review. Our Heads of Customer Experience will investigate your complaint fully and provide a substantive written response within 10 working days.

Please write to the Head of Customer Experience at: Head of Customer Experience, Martins Group Customer Complaints, London Road, Basingstoke, RG24 7NZ.


Step 5. Independent review by an alternative dispute resolution service.

The Martins Group always intends to operate in a fair, open and transparent manner and have therefore committed to standards set out in the Motor Industry Code of Practice for vehicle sales.

We recognise that we may not always succeed in wholly resolving your complaint. If we cannot agree a satisfactory resolution within eight weeks of you making your complaint, your complaint can be ‘deadlocked’. This means we’ll send you a letter explaining we’ve been unable to resolve your complaint to your satisfaction.

If your complaint is not related to Finance or Insurance products, has become deadlocked or more than eight weeks have passed since your initial complaint, you can contact the Motor Ombudsman. This is a free and independent dispute resolution service. The Motor Ombudsman will investigate your complaint but will expect you to have first approached us and followed our complaints handling procedure. The Motor Ombudsman will make a final decision and inform you of the outcome

You can contact the Motor Ombudsman by calling 0345 241 3008. Alternatively, you can write to; The Motor Ombudsman. 71 Great Peter Street, London SW1P2BN. Or you can submit your complaint online at where further information about the Motor Ombudsman can also be found.

If your complaint relates to a Finance agreement or Insurance product, you may be entitled to refer your complaint to The Financial Ombudsman Service, if you are dissatisfied with our final response or more than eight weeks have passed since your initial complaint.

You can contact the Financial Ombudsman Service by calling 0800 023 4567. Alternatively, you can write to; The Financial Ombudsman Service. Exchange Tower, London E149SR. Or you can submit your complaint online at where further information about the Financial Ombudsman Service can also be found.

Finally, Citizens Advice provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. Visit for information and a range of contact options.

At Martins Group we are always committed to respecting your privacy. For details on how we use your data, please refer to our Privacy Notice on our website



Complaints Procedure. May 2022.