Customer Care

Our Customer Care & Complaints Policy

Your Satisfaction is Our Priority

Here at HPL Motors, exceptional customer service isn't just a promise - it's been the foundation of our business for over 30 years. We're proud of the relationships we've built with thousands of customers across Manchester, Lancashire, and the North West, but we also recognise that sometimes things don't go as planned.

When issues arise, we're committed to resolving them quickly, fairly, and transparently. This page explains how we handle concerns, our complaints procedure, and your rights as our valued customer. 

Our Customer Service Commitment

What You Can Expect From Us:

• Honest, transparent advice at every stage of your car buying journey
• Professional service from knowledgeable, friendly staff
• Clear communication about timescales, costs, and processes
• Prompt responses to your questions and concerns
• Fair resolution of any issues that arise
• Respect for your time and individual circumstances

Making a Complaint

We hope you never need to use our complaints procedure, but if you're unhappy with any aspect of our service, we want to hear from you. Your feedback helps us improve and ensures other customers receive the excellent service they deserve.

Contact Us Directly

For most issues, you can contact your local showroom manager or our main customer service team. Many concerns can be resolved quickly through direct conversation, so we encourage you to get in touch with us via the enquiry form below. 

Your Rights & External Resolution

Financial Conduct Authority (FCA) Complaints

For complaints about regulated activities (such as car finance), you have additional rights. If you're not satisfied with our response, you can refer your complaint to:

Financial Ombudsman Service

www.financial-ombudsman.org.uk  

For vehicle sales and service complaints, you may also contact:

Compliments & Feedback

We also love hearing when we get things right! If you've had a positive experience, please let us know:

Email: [email protected] 
Google Reviews: Leave a review on our Google Business listings
Trustpilot Reviews: Write about your experience for others to see 
Social Media: Tag us on Facebook or Twitter

Your positive feedback helps us recognise excellent staff performance and understand what we're doing well. Thank you for choosing HPL Motors for your used car purchase!

Motor Finance Commission - Customer Information

Following the Supreme Court ruling in August 2025 concerning motor finance commission arrangements, the Financial Conduct Authority (FCA) is currently consulting on the introduction of a formal industry-wide redress scheme.  The FCA has indicated that it expects to publish a policy statement and final rules in early 2026. Once these are in place, finance providers will begin reviewing complaints that have already been submitted and aim to issue responses within the timescales set by the FCA. 

Customers who have not previously raised a complaint will be able to do so once the redress scheme has launched. In these cases, responses are expected to be issued within the regulatory time limits applicable at that time.

As a motor dealership, we are not the lender and do not make decisions on commission arrangements or complaint outcomes. However, we recommend that customers review the documentation provided at the time of purchase. If you have any questions or require copies of documents we hold, please contact us and we will be happy to assist.

This page will be updated as further information becomes available and once the FCA’s redress scheme is finalised.

For more information, please see https://www.fca.org.uk/car-finance-complaints