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Company Information & Complaints Procedures

Registered Name: Lookers Motor Group Limited

Company Registered Number: 143470

Place of Registration: England

Registered Office Address: Lookers House, 3 Etchells Road, West Timperley, Altrincham, Cheshire, WA14 5XS

VAT Number: 405 978 329

Email Address: mail@theknightsgroup.co.uk

FCA Status Disclosure: Lookers Motor Group Limited (FRN: 309424) is authorised and regulated by the Financial Conduct Authority

To view the Lookers Complaints process click here.

Knights is committed to providing the highest possible customer service and customer comments, positive and negative are reviewed regularly. Occasionally things can go wrong, so if you have a concern or are dissatisfied, we’ll do our best to help resolve the issue.


For Non-Financial Services Related Complaints

In the first instance, discuss the problem with us, and we’ll do our best to resolve the issue straightaway for you. Your complaint will then be reviewed by the relevant department manager in Sales or Service. We will acknowledge your complaint within 48 hours, and then contact you directly to discuss and resolve your complaint within 7 days. The vast majority of complaints can be resolved quickly by the department manager and we will respond via your preferred channel, via phone, email, letter or face to face. If you remain dissatisfied with our response, then the Head of Business will review your complaint for our final decision. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors. We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.


Alternative Dispute Resolution With Motor Codes

We subscribe to the Service and Repair Code which commits us to open, transparent and fair methods of business aiming to maintain consistently high standards. Motor Codes offers free conciliation if you have a complaint relating to your new car warranty, service and repair or a vehicle warranty product. Contact Motor Codes on:

0207 3441 651 Email: consumer@motorcodes.co.uk Website: www.motorcodes.co.uk


Financial Services Related Complaints

If you would like to make a complaint in relation to a MINI Finance Agreement, please contact us in the first instance on using the details below.


We will acknowledge your complaint within 48 hours and do our best to resolve your complaint quickly with a final decision, within 8 weeks, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.


If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within 8 weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.


To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the

Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.


The Financial Ombudsman Service

Call on: 0300 1239 123 Calls are charged at the local rate, plus your phone company’s access charge. 

Or email: complaint.info@financial-ombudsman.org.uk

Write to: Exchange Tower London E14 9SR


Knights MINI Complaints Contact Details:

Customer Satisfaction Manager, Knights MINI, Radial Park, Bede Road, Stoke-on-Trent ST4 4GU.

01782 572111