Got a Problem?

Contact The Pentagon Customer Care Team

We are committed to providing a high standard of service to you and all our customers. We know we won't always get it right first time so please tell us when we don't and we'll do our best to sort it.

By letting us know if you are unhappy with the service you experienced it gives us the opportunity to put matters right for you and to improve our service in the future for everybody.

If you have been unable to resolve your problem with the dealership directly our Customer Care Team are the best placed people to discuss any issues with you and will work with you to resolve it. You can share your concerns with them by phone, by letter or via email.

The Pentagon Customer Care Team
Pentagon Group
Greenside Way
M24 1SW

Telephone: 0800 9174480 (Monday - Friday 9.00am-5.00pm)

What you need to provide

To help us investigate and resolve your issue, please provide the following information (if you have not already done so):

  • Your name and address
  • Your vehicle registration number (if applicable)
  • A daytime telephone number where we can contact you
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right

Where applicable please also provide copies of any relevant documents such as letters or invoices.

How will we respond

We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. Our first step is to understand what the problem is and to find out what we can do to put the matter right.

Sometimes we may not be able to sort it out straight away. Where we cannot resolve it in a few days through the Department Manager or where we receive a written or verbal complaint through the Customer Care Team, this is what you can expect from us:

  • Details of who is handling your complaint and how to contact them.
    Sometimes this may not be the person who received your complaint but the individual best placed to deal with it. Please be aware that the Customer Care Team is not necessarily the people who will be able to resolve your complaint.
  • We will aim to keep you informed of any progress.
    Please be aware that when we need to liaise with third parties (such as vehicle manufacturers or suppliers) for assistance or information, we may not be able to resolve your complaint as quickly as we would like to.
  • We aim to resolve your complaint within four weeks.
    If we are unable to do so, we will write explaining what's happening and why.

If you are still not happy...

Our aim is to resolve your complaint as quickly as possible and to your satisfaction. If, for whatever reason, you are unhappy with the response you receive from us please get in touch directly with the person or department who handled your complaint. They will then agree with you what the next steps are.

If you are still dissatisfied, please contact the Pentagon Customer Care Team who will be able to advise you of the appropriate company / regulatory body to refer your complaint to.

Dispute Resolution

Motor Codes

Where your complaint cannot be resolved, once you have exhausted our internal process you may refer the dispute to the following processes.

Where your complaint does not relate to a financial service:

We have subscribed to Motor Codes of Practice. The Motor Codes Advisory and Conciliation Service will offer free impartial advice and when appropriate an Alternative Dispute Resolution (ADR) service that we are fully committed to in the event that your are not satisfied with the outcome of a dispute.

For further information you can visit their website at or call their Consumer Advice Line on 020 7344 1651

Where your complaint does relate to a financial services:

Speak to the Financial Ombudsman Service. This service is free to use. Telephone 0300 1239 123 or visit

Where any dispute cannot be resolved through ADR, the Purchase Order and 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.


Please remember that we value your feedback. Please help us to get it right every time, for every customer.

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