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.

Contact details for all our dealerships can be found here

You can also submit your concerns via our online form here

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: 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 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

Motor Commission Queries

If you are contacting us relating to motor commission, we appreciate your patience and will endeavour to provide you with any relevant documentation as quickly as possible. Whilst our lending partners will continue to acknowledge and investigate complaints, customers will not receive the final response in the usual 8 weeks if they have an eligible discretionary commission arrangement complaint. Final responses from the lenders has been paused until the 25th September 2024 (at the earliest).

For more information, please see