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Purpose and Scope
While we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Marshall and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.
This policy covers:
Our Standards
We treat all complaints seriously.
You will be treated with courtesy at all times.
We will deal with your complaint promptly.
We will keep you updated and let you know when we expect to be able to reply in full.
Complaints received are logged and analysed for business improvement.
How to complain
Complaints can be made and received in a variety of ways; phone, email or letter. Using our online forms is the most effective way to provide us with all the information we require about your complaint and will allow us to act on your concerns quickly.
Choose the appropriate button below to continue.
v1 1 April 2025
Marshall Motor Group Limited is authorised and regulated by the Financial Conduct Authority. Our Firm Reference Number is 310503. Details of our permissions and trading names can be checked via the FCA register https://register.fca.org.uk/s/
All of the following companies are individually authorised and regulated by the Financial Conduct Authority with a Limited Permission for credit broking. Each company is a credit broker not a lender: Marshall North West Limited; Marshall of Ipswich Limited; Marshall of Peterborough Limited; Marshall of Scunthorpe Limited; and Silver Street Automotive Limited. All of the following companies are Appointed Representatives of Marshall Motor Group Limited for credit broking: Pentagon Limited; Ridgeway Garages (Newbury) Limited and S G Smith (Motors) Beckenham Limited.
We typically receive a commission or other financial benefit from our lenders for arranging finance for you. For further information on our commission arrangements please see our Finance Commission Disclosure Statement
Marshall Motor Group Limited is authorised and regulated by the Financial Conduct Authority to conduct insurance distribution as an ancillary insurance intermediary. All of the following companies are Appointed Representatives of Marshall Motor Group Limited for the purposes of insurance distribution: Marshall North West Limited; Marshall of Ipswich Limited; Marshall of Peterborough Limited; Marshall of Scunthorpe Limited; Pentagon Limited; Ridgeway Garages (Newbury) Limited; S G Smith (Motors) Beckenham Limited; and Silver Street Automotive Limited.
List of Companies for credit-broking and insurance distribution
More about our credit-broking services & our insurance distribution activities
Calls may be recorded for training, monitoring and quality purposes.
^4.3 average Google Reviews score across all Marshall stores – 01/01/2019>30/09/2024 – out of 49,819 independent reviews received. Individual store scores are available in the Contact Us sections.
