Treating Customers Fairly Company Policy

Lipscomb Cars Ltd is committed to providing the highest levels of customer care in all our dealings and ensuring that the principle of treating customers fairly is applied responsibly and with integrity throughout all aspects of our business.

In practical terms we aim to ensure:

  • We provide a welcoming and pleasant environment for our customers.
  • The services and products we offer are suited to our customers, competitively priced, and presented in an easy-to-understand manner.
  • Our carefully selected business partners are committed to our principle of treating customers fairly.
  • Our staff are friendly, helpful, and courteous and assist wherever possible at all times.
  • Our staff listen to customers’ requirements, understand their needs, and deliver on the promises we make as a company.

    Customer Experience
    Our company mission statement is to strive to exceed customer expectations in creating pleasure in ownership by providing a hassle-free experience to everyone we come into contact with.


  • We are passionate about the service we deliver but recognise there may be times when we don’t necessarily get it right. If you are not satisfied, we would rather you informed us and we will do our utmost to address any concerns you may have, endeavouring to put it right and improving our overall customer experience and service.

    In the first instance it is normally quickest for issues to be resolved at the dealership you purchased the goods or services from, and we therefore recommend you contact the Departmental Manager in the first instance. It is never our intention to cause inconvenience to you and we will do our utmost to resolve the complaint in a fair, consistent, and prompt manner.

    What you need to do if the matter is not resolved

    Please contact the site Dealer Principal who has daily responsibility for the individual location. Sometimes we may ask you to outline your complaint in writing as this helps us to fully understand your concerns. If the Dealer Principal cannot resolve your complaint straight away, they will look in more detail and take the following steps:

    Within One week

    They will endeavour to give you a full reply. If this is not possible, they will promptly send you an acknowledgement which will let you know we have received your complaint and confirming details of who is dealing with it.

    Within Four Weeks

    We hope by this time to have completed our investigations and written to you with our final response. Hopefully this will resolve the situation but if you are still unhappy the matter will be referred internally to the Managing Director, Mr Peter Barnes for review.

    Within Eight Weeks

    In the majority of cases, we will have written to you with our final response. It is highly unlikely your complaint will not have been resolved by this time but if it has not, we will write to you with a further update.

    Dispute Resolution

    Where your complaint cannot be resolved within 8 weeks, and you have exhausted our internal process you may refer the dispute to the following ADR processes.

    Where your complaint does not relate to a financial service you may refer the dispute to the free independent Advisory and Conciliation Service operated by The Motor Ombudsman, the government backed, self-regulatory body for the motor industry. For details of this service, you can call their dedicated Advice line on 0800 692 0825, submit an enquiry or complaint via their website at or write to The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

    Where your complaint relates to Financial Services, you may be able to refer your dispute to the Financial Ombudsman Service (FOS). This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at . Alternatively, you can write to the FOS:

    Financial Ombudsman Service Exchange Tower, London, E14 9SR Email:

    Where any dispute cannot be resolved through ADR, any Order or Contract shall be governed by and construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

    Review February 2023.

    Dealership Contact Points:

    Canterbury Dealerships (Volvo, Fiat, Abarth, Jeep & Alfa Romeo)
    Mark Stevens -

    Maidstone Dealership (Volvo, Fiat, Abarth, Jeep & Alfa Romeo)
    Mark Barnes -