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Company Information & Complaints Procedures

Welcome to Stephen James Ruxley

Registered Name: Stephen James (Automotive) Limited

Registered Number: 09738102

VAT Registration Number: 898 6904 42

Directors:

Registered Address: 

1 Martinbridge Estate, Lincoln Road, Enfield, EN1 1SP

Place of Registration: England

Stephen James (Automotive) Limited is authorised and regulated by the Financial Conduct Authority for its regulated consumer credit activities.  Firm Reference Number - 731200.

Email Address: ruxleymini@stephenjames.co.uk

COMPLAINTS

Here at Stephen James Ruxley MINI we are committed to providing unrivalled service to our customers, but sometimes things can go wrong. If something isn’t right and you need our help please see below the complaints procedure for each area.

INSURANCE POLICIES

If your complaint is related to insurance policies, please click the link below:

>> Insurance policies

 

STEPHEN JAMES COMPLAINTS PROCEDURE

If something isn’t right and you need our help, please call us on:

020 8300 9008

We’re here: 9am – 6pm Monday – Friday

Or email us at: compliance@stephenjames.co.uk 

Or write to us at: Stephen James Ruxley, Maidstone Road, Sidcup, Kent, DA14 5BG.

 

Step 1 – Contacting us: If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about. 

Step 2: What you will need to provide: To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and, if appropriate, copies of any relevant supporting documentation. 

Step 3: Still unhappy If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.

 

MINI UK Customer Service

Summit ONE

Summit Avenue

Farnborough

Hampshire GU14 0FB

 

Telephone: 0370 5050 122

Email: customer.service@mini.co.uk

 

Or if the complaint is regarding a finance agreement or the vehicle funded under a finance agreement please contact the finance company shown on your agreement. This will normally be MINI Financial Services Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB. Their contact details can be found at https://offers.mini.co.uk/existing-customers

For any other finance company their contact details should be on the agreement. Please note that Park Lane Limited is a credit broker not a lender therefore can only investigate complaints about how we have introduced and sold the finance agreement, for all other complaints about the finance agreement we will refer you to the lender.

Alternatively if you remain dissatisfied with our response you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:

 

 

The Financial Ombudsman Service: For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service, they will consider complaints if you are a private individual, an enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you if you may have the right to refer to the Financial Ombudsman.

Financial Ombudsman Service, Exchange Tower, London E14 9SR Telephone: 0300 1239 123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

 

If the complaint involves a new vehicle, the warranty, servicing or repair and you still remain unhappy you can refer the matter to the Motor Ombudsman:

The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within eight weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.

The Motor Ombudsman, 71 Great Peter Street, London SW1 2BN Telephone: 0345 241 3008 Great Peter Street, London SW1 2BN Email: [consumer@ tmo-uk.org](Mailto:consumer@ tmo-uk.org)

Alternatively there is the European Commission’s Online Dispute Resolution Service European legislation guarantees consumers:

 

  • Fair treatment • Products which meet acceptable standards • A right of redress if something goes wrong

 

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to:

http://ec.europa.eu/consumers/odr/