At ESA Automotive, we are committed to delivering excellent customer service and ensuring every customer has a positive experience with us. However, we understand that sometimes things may not go as expected. If you are unhappy with any part of our service, we encourage you to let us know so we can put things right as quickly as possible.

This Complaints Procedure explains how you can raise a concern and how we will handle it.

How to Make a Complaint

You can submit a complaint to us in any of the following ways:

By Phone

📞 Call us on 0114 3494906 and ask to speak to a manager.

By Email

📧 Email us at esaautomotiveltd@gmail.com with full details of your concern.

In Writing

✉️ Write to us at:
ESA Automotive
44–46 Savile Street
Sheffield
S4 7UD

Please include:

• Your full name and contact details
• Vehicle registration (if applicable)
• Details of your complaint
• Any supporting documents or evidence

Our Complaints Process

1. Acknowledgement

We will acknowledge your complaint within 3 working days, confirming that we have received it and are looking into the matter.

2. Investigation

Your complaint will be reviewed by a senior member of staff who is not directly involved in the issue. We may contact you for further information if needed.

3. Response

We aim to provide a full, written response within 10 working days.
If the matter is complex and requires more time, we will keep you updated and give an estimated timescale for resolution.

4. Resolution

We will explain:

• What we found
• Any steps we have taken
• Any remedies or solutions offered

Our goal is to resolve your complaint fairly, transparently and as quickly as possible.

If You Are Still Not Satisfied

If you feel your complaint has not been resolved to your satisfaction, you may be able to refer it to an independent alternative dispute resolution (ADR) service.

If your complaint relates to a vehicle purchased from us, you may contact:
The Motor Ombudsman
📞 020 7344 1651
🌐 www.themotorombudsman.org

If your complaint relates to finance or insurance products arranged through ESA Automotive (if applicable):
You can refer your complaint to the Financial Ombudsman Service within six months of our final response.
📞 0800 023 4567
🌐 www.financial-ombudsman.org.uk

Continuous Improvement

We review all complaints to identify areas where we can improve our service and prevent similar issues from happening again.