Complaints and Feedback
It's always our intention to make sure no one needs to use this page. But if you do have an issue, our job now is to listen carefully to your comments and do what we can to make it right.
How to raise a complaint about a vehicle, service and/or aftersales
The easiest and quickest way to resolve an issue would be to get in touch with the Stratstone retailer you have been dealing with. Our Associates will do their absolute best to assist you.
If you have been unable to resolve your concerns or issues directly with the Stratstone retailer you've been dealing with. We will help you log a complaint with us and get you to the best possible resolution.
You can make a vehicle, service and/or aftersales complaint online here
If you don't agree with the resolution we've proposed for your vehicle, service and/or aftersales complaint, you have the right to contact the Alternate Dispute Resolution service, provided by the National Conciliation Service (NCS). The NCS service provides an independent review of your complaint. You can raise a case with the National Conciliation Service here.
Alternatively, you may refer your complaint to The Motor Ombudsman. For details of this service please visit www.themotorombudsman.org
Raising a complaint about how we have handled your data
If you would like to raise a Data Subject Access Requests (DSAR) or any other data request, please request this via https://www.stratstone.com/legal/dsar/
If you need to make a complaint about the way we have handled your data, we have a specially trained team who can help. Within 30 days of your complaint, we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay. Contact details for the team are:
Dispute Resolution Team
Lithia UK
Loxley House,
2 Oakwood Court,
Little Oak Drive,
Annesley,
Nottingham,
NG15 0DR.
Email: dataprotection@lithia.co.uk
**Please note, this email address is for Data complaints only.
If following your discussions with us about your data complaint, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only): Information about how to make a complaint to the ICO can be found here.
How to raise a complaint about your Finance, Insurance or FCA regulated warranty product
If you need to make a complaint about the sale of a general insurance policy or a Consumer Credit Agreement, we have a specially trained team who can help. Upon completion of our investigation, we will provide a full response within 8 weeks, confirming the outcome of our review, or we will provide an update on the progress if more time is required. Contact details for the team are:
Dispute Resolution Team
Lithia UK
Loxley House,
2 Oakwood Court,
Little Oak Drive,
Annesley,
Nottingham,
NG15 0DR.
Email: FandI@Lithia.co.uk
**Please be aware that this team can only assist with complaints about financial services.
If you cannot settle your financial products complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more details, visit https://financial-ombudsman.org.uk
Please note: Financial Conduct Authority (FCA) Ruling 11 January 2024 - Complaints concerning Discretionary Commission Arrangements (DCA) Response Paused:
Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the FCA on 11 January 2024, we will temporarily pause our response until the FCA provide more information.
Further details in relation to the pause can be found at https://www.fca.org.uk/carfinance.
