• Complaints Procedure

Complaints Procedure

At West Motors London Ltd each customer is important to us and we believe you have the right to a fair, swift and courteous service at all times.

Please address any comments or complaints to aftersales@west-motors.co.uk or post to: Customer Care, West Motors, Packet Boat Lane, Uxbridge, UB8 2JR.
Our complaints process:
1. We acknowledge your complaint within 2 working days. 
2. We investigate your complaint with our best possible aim to resolve matters, however our final response could take up to 14 working days. 
3. We understand some matters take longer, so in this instance we will either contact you in writing or by telephone. 
4. If your complaint relates to a regulated finance or insurance product, and if more than 8 working weeks from the date of your complaint have passed, and you have not received a final response, or if you are dissatisfied with the final response you have received, you can write to: Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR



To save timely negotiation all our cars are heavily discounted upfront and offered nearer cost price, saving customers up to £2000 when compared to our competition. This ensures we are treating every customer the same. This fee is a compulsory fee and applies to all customers.

Variable admin fee is charged as listed below:

  1. Retail customers pay £199.
  2. Repeat customers purchasing a 2nd car within 12 months of the original invoice date £0
  3. Retail customers arranging finance using brokers outside of our immediate panel of lenders £499
  4. Trade customers making a purchase as the motor trade £549
  5. Export customers including Northern Ireland and the Republic of Ireland £599