Customer Care

We pride ourselves on providing excellent customer service. However, we accept that there are times when we get it wrong and that you need to bring these issues to our attention. We will try to resolve any issues that are raised quickly.

Your initial complaint will be referred to our Head of Business at the centre concerned, who will attempt to resolve the issue within seven days. Each of our Head of Business has complete authority to deal with any type of complaint and are completely experienced to settle all grievances to the mutual benefit of you and our company.


Our Head of Business Contact Details:

GWR Kia: Matthew Scott (matthew.scott@nortonway.com)
Chiswick Honda: Lee Marzorati (lee.marzorati@nortonway.com)
Norton Way Honda, Letchworth and Norton Way Mazda, Letchworth: Mark Morris (mark.morris@nortonway.com)
Norton Way Nissan, Letchworth and Norton Way Peugeot, Letchworth: Paul Sames (paul.sames@nortonway.com)


If you are dissatisfied with the resolution at this stage, then your complaint can be escalated to our Head of Customer Quality, Scott Staines, directly on this email address: Scott.Staines@nortonway.com. Our Customer Care team aims to provide an initial response within one working day. An investigation will then begin with the centre concerned and a full response offered within five working days.

Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation provided, you may take the matter to The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. They allow us eight weeks to offer you a final response before they are able to look into a case. 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 Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008* (option 1);. Their decision will be legally binding on both The Norton Way Group and you, as the consumer.

You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk


Motor Commission Queries

The Supreme Court Ruling on Motor Finance dated 1st August 2025 ruled that, in most cases, commission payments are legal. Please thoroughly check the documentation provided to you at the time via email or in person, or both. If you have any concerns, please do get in touch. The FCA have given us and the finance companies until the 4th of December 2025 to start responding to any type of finance commission complaint . This may be extended whilst they consult on a compensation

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