At Mangoletsi Holdings Ltd, we always aim to give you the best possible service. However, we understand that sometimes things don’t go as expected. If that happens, we want to hear from you so we can put things right quickly and learn from your experience.

This policy explains how you can raise a complaint and what you can expect from us.

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1. How to Tell Us About a Problem

Speak to Us First

The quickest way to resolve most issues is to speak directly to the team at the Mangoletsi site you visited. Our managers will do their best to sort things out there and then.

Contact Our Customer Relations Team

If you would prefer to make a formal complaint, you can contact us:

Email: [email protected]
Post: Customer Relations Team
Mangoletsi Holdings Ltd
London Road (A50), Allostock, Knutsford, United Kingdom, WA16 9NS

To help us investigate as quickly as possible, please include:

• Your name and contact details

• Vehicle registration (if relevant)

• The Mangoletsi location involved

• A brief description of what happened

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2. What You Can Expect From Us

We take every complaint seriously and will handle it fairly, clearly, and as quickly as possible.

General Complaints (Sales, Servicing or Repairs)

• We aim to acknowledge your complaint within 48 hours (Weekdays Only)

• We aim to provide a full response within 14 days

If we can’t resolve things straight away, we’ll keep you updated.

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Finance & Insurance Complaints (Regulated)

For complaints relating to finance or insurance products, we follow rules set by the Financial Conduct Authority (FCA):

• We will acknowledge your complaint within 5 working days

• If we can resolve it within 3 business days, we’ll confirm this in writing

• If not, we will send a final response within 8 weeks

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3. Our Response to You

When we respond, we’ll explain things clearly and honestly. This will include:

• What we found and what decision we’ve made

• Whether your complaint is upheld (or not) and why

• What we’ll do to put things right, if appropriate

If there’s ever a delay, we’ll let you know why and keep you informed.

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4. Extra Support

If You Need Additional Help

We understand that some customers may need extra support. If you have any personal circumstances that may make things more difficult (for example, health issues or major life events), please let us know. We’ll do our best to adapt how we communicate and support you.

If Someone Is Acting for You

If you would like someone else to handle your complaint on your behalf, that’s absolutely fine. We’ll just need a signed Letter of Authority from you before we can discuss the details with them.

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5. Learning and Improving

Your feedback really matters to us. Every complaint helps us understand where we can improve.

We review all complaints to:

• Fix any underlying issues

• Improve our services and processes

• Provide better experiences for all our customers

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6. If You’re Still Not Happy

If you’re not satisfied with our response, you have the option to take your complaint further.

For General Complaints

You can contact The Motor Ombudsman, an independent organisation that helps resolve disputes in the automotive sector.

• Website: www.themotorombudsman.org

• Phone: 0345 241 3008

For Finance or Insurance Complaints

You can contact the Financial Ombudsman Service, who offer a free and independent service.

• Website: www.financial-ombudsman.org.uk

• Email: [email protected]

• Phone: 0800 023 4567

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We appreciate you taking the time to tell us about your experience—it helps us improve and serve you better.