Got a Problem with your vehicle?

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

Letting us know if you are unhappy with the service you experienced allows us to put matters right for you and to improve our service in the future for everybody.

Our Customer Care team are here to help you. They will register your complaint, and will then establish who is the best person at the dealership to deal with it.

We will then work with you to resolve your problem.

Please send all correspondence to the Pentagon Customer Care team.

Email: customer.care@pentagon-group.co.uk

Telephone: 0330 390 6898 (Monday - Friday 8:30am-5.30pm)

Alternatively, you can write to:

The Pentagon Customer Care Team
Pentagon Group
Darley Court, Alfreton Road
Derby
DE21 4AA

If you wish to register a complaint regarding an insurance product or service, please contact us:
General Insurance
… in writing     Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
… by phone     01452 671560
… by email      complaints@automotive-compliance.co.uk
Credit Broking
… in writing     Motus Group (UK) Limited T/A Pentagon Motor Group
Claycliffe Road, Barugh Green Barnsley. S75 1LR
… by phone     01226 323050
… by email      customer.care@pentagon-group.co.uk
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

To help us investigate and resolve your issue, please provide the following information:

• 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.

Our first step is to understand what the problem is and to find out what we can do to put the matter right.

We will do our best to resolve your complaint as soon as possible. If we can’t resolve it straight away, the person dealing with your complaint will update you within 5 working days.

We aim to resolve your complaint fully within four weeks. If we are unable to do so, we will contact you again to explain what’s happening and let you know when we expect to do so.

Where your complaint cannot be resolved, once you have exhausted our internal process and received a final written response you may refer the dispute to one of the following Alternate Dispute Resolution (ADR) processes.

Where your complaint does relate to financial services:

If your complaint is regarding a financial service provided by Pentagon, you may refer your complaint to the Financial Ombudsman Service. To find out more visit http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You can call them on 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). Lines are open Monday to Friday from 8 am to 8 pm and on Saturday from 9 am to 1 pm.

Where your complaint does not relate to financial service:

We have subscribed to Motor Codes of Practice. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. To find out more visit https://www.themotorombudsman.org/about.

You can call them on 0345 241 3008 (option 1). Lines are open between 9 am to 5 pm Monday to Friday.

Where any dispute cannot be resolved through ADR, the Purchase Order and Contract shall be governed by and construed under 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.