Rossetts Commercials Customer Complaint Procedure
Version Update: July 2025
- Introduction
At Rossetts Commercials, we are committed to delivering exceptional service and support to our customers. We value your feedback and take all complaints seriously. This procedure outlines how you can raise concerns and how we will handle them to reach a fair and timely resolution.
- How to Make a Complaint
If you have a complaint about any aspect of our service, please contact us using one of the following methods:
In Person:
Visit the relevant site:
- Aldershot
- Crawley
- Eastbourne
- Worthing
- Rossetts TPS
By Telephone:
- Aldershot: 01252 353400
- Crawley: 01293 652560
- Eastbourne: 01323 462500
- Worthing: 01903 223400
- Rossetts TPS: 0800 980 8303
By Email:
info@rossetts.co.uk
Please clearly indicate whether your complaint relates to the Sales, Service, or Parts department.
- Initial Steps
- First, try to resolve the issue directly with your Service Advisor or Sales Executive.
- If unresolved, ask to speak with a senior advisor or supervisor.
- If you are still dissatisfied, request to speak with a Manager.
- Should the issue remain unresolved, please email your complaint to info@rossetts.co.uk, specifying the relevant department.
- Information to Include in Your Complaint
To help us process your complaint efficiently, please include the following:
- Your full name and contact details (including registration number, phone number, email, and address)
- A clear description of your complaint (including relevant dates, times, and staff involved)
- Copies of any relevant documents (e.g. invoices, receipts)
- Acknowledgment of Complaint
Upon receipt of your complaint, we will:
- Acknowledge it within 2 business days
- Provide the name and contact details of the person handling your complaint
- Investigation Process
We will conduct a thorough investigation which may include:
- Reviewing your customer file and supporting documents
- Speaking with relevant staff
- Assessing our internal processes
- Resolution
Vehicle Sales & Aftersales Complaints: We aim to resolve all complaints within 14 working days. If additional time is needed, we will inform you of the delay and provide an estimated resolution date.
Data Handling Complaints:
You can expect a full response within 30 days, outlining the outcome of our investigation, or an update on our progress if more time is needed.
Finance and/or Insurance Complaints:
We will provide a full response within 8 weeks, confirming the outcome of our investigation, or we will provide an update on the progress if more time is required.
Our resolution may include:
- A suitable remedy (e.g., repair, replacement, refund, or another action)
- A written explanation of the findings and actions taken
- Alternative Dispute Resolution (ADR)
If you are not satisfied with our proposed resolution, you can refer your complaint to the Motor Ombudsman, an independent ADR provider.
Visit their website for more information: www.themotorombudsman.org/consumers
- Financial Ombudsman Service (FOS)
If your complaint relates to a finance agreement or financial product provided in connection with your vehicle purchase or service, and you remain dissatisfied after receiving our final response, you may refer your complaint to the Financial Ombudsman Service.
You can submit a complaint directly via their website: www.financial-ombudsman.org.uk/make-complaint
The Financial Ombudsman Service is a free and independent service that helps resolve disputes between consumers and financial businesses.
- Follow-Up
After a resolution has been provided, we will:
- Follow up to ensure your satisfaction
- Take any further action necessary to address remaining concerns
- Escalation
If you remain dissatisfied, you may escalate the complaint:
- Email the Dealer Principal at Rossetts Commercials Head Office: info@rossetts.co.uk
- If still unresolved, you may contact Mercedes-Benz Customer Service for further assistance
- Continuous Improvement
We regularly review our complaints handling process to improve the quality of our service. Your feedback plays a crucial role in helping us do this.
- Contact Information
For queries or more information about our complaints procedure, please contact: info@rossetts.co.uk
Site Contact Details:
- Aldershot: 01252 353400
- Crawley: 01293 652560
- Eastbourne: 01323 462500
- Worthing: 01903 223400 ( Head Office )
- Rossetts TPS: 0800 980 8303
Visit: www.rossetts.co.uk
Thank you for giving us the opportunity to address your concerns.
We aim to ensure your continued satisfaction with Rossetts Commercials.