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.

Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or email.

Alternatively you can contact our Customer Care Centre team.

The Pentagon Customer Care Centre
Pentagon
Darley Court
Alfreton Road
Derby
DE21 4AA

Telephone: 0800 9174480
E-mail: info@pentagon-group.co.uk

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:

Information 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, though 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 let you know when we expect to do so.

If you are still not happy…
Our aim is to resolve your complaint as quickly as possible and to your complete 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 us again and we will be able to advise you of the appropriate company / body to refer your complaint to.

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