Customer Complaint Process

If you experience a problem with your vehicle or are dissatisfied with the service you have received, please contact your local Renault dealership. They are best placed to address your issue in the first instance.

 

If you remain unhappy with the dealership's initial response, you should ask for your complaint to be escalated to the Dealership Principal or General Manager. This will be the highest escalation point within an individual dealership.

 

Should you continue to remain unhappy with the dealership's final response, they may recommend you contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector and self-regulates the UK's motor industry through its comprehensive CTSI approved Codes of Practice.

 

Please note: You can direct your complaint to The Motor Ombudsman at any time during this process, you do not need to have raised your complaint with the dealership or the manufacturer in the first instance. 

 

Visit The Motor Ombudsman here

If your Renault dealership have been unable to resolve your complaint, you can contact Customer services to request further assistance.  When contacting Customer services, you will be asked to provide:

 

• Your full name and contact details      
• Your vehicle details (if applicable)      
• Your Renault dealership details     
• Your current Renault ownership details, service and repair history 
• Your previous Renault ownership details, service and repair history (where applicable)        
•  The details of your complaint and any supporting documentation

 

All of the above will be taken into account when investigating your complaint case. You can contact us through one of the following methods:

 

• Telephone: 0344 335 0000
• Chat to us on Live chat here

 

We are open 8am - 6pm Monday to Friday.  Closed Sat, Sun and Bank Holidays.

 

Our response

Upon contacting us, your case will be assigned to a Customer Support Manager who will take ownership of your complaint and carry out an investigation.

 

In the majority of cases, we will need to liaise with your Renault dealership throughout the case.

 

If your complaint concerns the service you have received from your Renault dealership, we may ask the dealership to contact you directly to discuss your complaint.

 

Once we have completed our investigation and spoken to all parties involved, your Customer Support Manager will contact you to communicate the outcome of your complaint and any resolution available to you.  

If you remain dissatisfied with the response your Customer Support Manager has provided to you, you are entitled to have your complaint case reviewed internally by Renault UK Ltd or externally by an independent body called The Motor Ombudsman.

 

Internal Review

If you wish to have your complaint reviewed internally by Renault UK Ltd, you can write to us at the following address requesting your complaint is reviewed internally:

Customer Relations, Renault UK Ltd, The Rivers Office Park, Denham Way, Maple Cross, Hertfordshire, WD3 9YS 

 

Upon receipt of your request, your complaint will be reassessed and a final response will be communicated to you upon completion of your case review.

 

Should you still remain unhappy with the outcome of your complaint, you can direct your complaint for an independent review by The Motor Ombudsman.

 

Independent Review

If you wish to have your complaint reviewed on an independent basis, you can contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector and self-regulates the UK's motor industry through its comprehensive CTSI approved Codes of Practice.

 

The Motor Ombudsman will review your complaint and can provide a free of charge Dispute Resolution Service should this become necessary. Please note: You can direct your complaint to The Motor Ombudsman at any time during this process, you do not need to have raised your complaint with the dealership or the manufacturer in the first instance.

 

Visit The Motor Ombudsman here

Telephone: 0345 241 3008