Complaints

Policy Statement

SMC is committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

A complaints procedure has been set up for people who feel dissatisfied with the service.

You have a right to complain and have it investigated. SMC aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.

How to Complain

Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining. This can be made by either letter, email or telephone at:

Address: Southern Motor Contracts Ltd, B2 Endeavour Business Park, Penner Road, Havant, PO91QN

Email: hr@smc4cars.com

Telephone: 02392002002

If the matter is not resolved, promptly or fully, by them their line manager will become involved to work with you and the individual or team to reach a satisfactory resolution.

If you are not satisfied with how your complaint has been handled you begin the formal complaint procedure. Details of this are set out below.

What will happen next?

1. SMC will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2. SMC will then investigate your complaint. This will normally involve passing your complaint to the most appropriate manager who will review your complaint.

3. The manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

4. At this stage, if you are still not satisfied, you should contact us again and will arrange for the managing director to review the decision.

5. SMC will write to you within 14 working days of receiving your request for a review, confirming the final decision on your complaint and explaining our reasons.

If SMC must change any of the timescales above, we will let you know and explain why.

If the customer is not satisfied with the final outcome of our complaint’s procedure, they are able to contact The Financial Ombudsman, details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

What Our Customers Say

28 March 2023

The Cowdray Estate have been using Southern Motor Contracts for a number of years. They provide us with an exceptional service, in regard to our Vehicle Leasing and Hire needs. We are very impressed with the professionalism and efficiency demonstrated by your whole team. The range of vehicles we are offered by SMC is extensive, which caters for all our personal preferences and needs, from a basic service vehicle to a top of the specification Range Rover. Together with the exemplary customer service which reflects SMC’s commitment to quality and aftercare maintenance, an aspect that truly sets SMC apart from its competitors. We can confidently recommend Southern Motor Contracts services as a hassle free, cost effective and reliable company in vehicle leasing solutions.

Peppi Cella, Estate Manager, Cowdray Estate

12 July 2023

We have relied upon Southern Motor Contracts to provide flexible, cost-effective solutions to our Car and Van needs since 2006. Their customer centered approach makes them a trusted and valued supplier of over 100 vehicles to the Day Group.

Chris Cooling, Group Transport Manager, Day Group Limited

21 September 2023

We have been working with SMC for the last 5 years and has been a pleasure, the team are friendly and experienced. Tracy has been incredible turning our fleet around, we went from an aging fleet to brand new fleet where all the maintenance is taken care of. Their ‘one stop shop’ approach has taken the hassle out of fleet management for us. Highly recommended!

Joanna Karikos, Head of QHSE, Aurora

21 September 2023

Our company is very impressed with the service that we receive from SMC. The team are very friendly, helpful and efficient. We would therefore recommend SMC to anyone looking for help to run their fleet vehicle administration.

Lesley Alexander, PA to Chairman, Carmel Group Limited

29 February 2024

SMC provide us with an excellent and comprehensive fleet management service. They ensure that our fleet of over 100 vehicles are managed and well maintained to meet the ever changing and demanding needs of our business. SMC are innovative, reliable and above all trustworthy. I have no hesitation in recommending their services to others.

Richard Cooper, Group Executive Manager, Comserv UK Ltd

27 March 2024

We have used Southern Motor Contracts Ltd for a number of years for sourcing and supplying our Company vehicles. SMC have always provided us with an excellent service by listening to our needs and we love that they find what we want. Everyone we deal with at SMC is always very professional and their response is second to none. We would highly recommend that you give them a try.

Heather Lunt, Finance Controller / HR & Payroll M Spur Electron

28 March 2024

As one of the world's largest producers of quality wood flooring, with a proud heritage dating back to 1847, it is vital that the partners we work with are able to match our high standards for quality and professionalism. Working with Southern Motor Contracts has been a revelation; their ability to understand our requirements, manage our vehicles and build in the flexibility to change and grow our company fleet has enabled us to concentrate our efforts on developing the business rather than spending time and effort on non-productive activities. With their attention to detail, pleasant attitude and customer focus, I would have no hesitation at all in recommending SMC to other companies and individuals

Harvey Booth, Country Manager, UK & IE Kährs (UK) Ltd

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Complaints

Policy Statement

How to Complain

What Our Customers Say

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