Welcome to our Complaints & Feedback

At Retail Renault Group, we value your feedback and take your complaints and feedback seriously. If you have any concerns or issues regarding our service, we encourage you to discuss them first with the Manager of the branch you are dealing with. Our dedicated Managers will work closely with you to find a resolution.

We apologise for any inconvenience caused and for not meeting your expectations. Your satisfaction is our priority, and by sharing your complaint, you provide us with an opportunity to investigate and enhance our services not just for you but for all our valued customers.

To ensure that your complaint is directed to the appropriate person, you have multiple channels to reach us. You can get in touch with us through telephone, email, post or complete our compliant and feedback form. Please choose the option that suits you best and be assured that we are here to listen and assist you.

Thank you for choosing Retail Renault Group. We look forward to resolving your concerns and making your experience with us a positive one. Your feedback is crucial in helping us improve our services for the future.

Our Finance and Insurance complaints Handling Process:

We hold our customers in high regard and are committed to consistently delivering excellent service, even when it comes to addressing complaints. This page outlines our process for handling complaints related to finance and insurance products, which fall under the oversight of the Financial Conduct Authority (UK).

Every complaint we receive is treated confidentially and in accordance with data protection laws.

Our dedication remains steadfast in promptly and impartially investigating and resolving your complaint. At the very least, we will ensure:

We will acknowledge your complaint within 5 working days after receiving it. We will conduct a thorough and unbiased investigation, gathering all relevant information as needed.
Within 20 days, we will communicate our final response to you. This will communication will either confirm the outcome of our investigation or provide an update on the progress of our enquiry, along with reasons for any delays.
Our final response will outline our definitive stance on the concerns you've raised in your complaint and inform you of whether your complaint has been accepted or declined. In both scenarios, we will provide a comprehensive explanation of the reasoning behind our decision.

Please complete our complaint and feedback form and we look forward to resolving your concerns.

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Privacy Notice

The data collected is processed by Renault Group and the members of its Authorised Network including Renault Retail Group UK (together referred to as “Renault”), as joint processing managers, to respond to your request and communicate offers and news to you. Under certain conditions and in certain specific cases (provision of certain online services), your data is directly processed by Renault Group (the group's parent company) as data controller.

In accordance with applicable regulations, you can request to obtain and verify the data that Renault/Nissan holds on you, rectify inaccurate information, erase data concerning you, and take a copy of your data for reuse elsewhere. You can also object at any time to some of your data being used, in particular for commercial prospecting or profiling purposes, and ask to freeze the use of your data.

You can exercise all of your rights directly with Renault Retail Group UK by sending your request by email: rrg.dataprotection@renault.co.uk or by post to: Renault Retail Group UK Ltd - Data protection officer, Head Office, Staples Corner, North Circular Road, Brent Cross, London NW2 1LY. In the absence of a response or a satisfactory response from Renault, you have the option of lodging a complaint with the Information Commissioner's Office on 0303 123 1113 or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. To find out more, you can consult our personal data protection policy.

If, subsequent to receiving our final response or after 20 days period, you find our resolution unsatisfactory, you may be entitled to escalate your complaint to any of the subsequent complimentary services:

UK: The Financial Ombudsman Service (FOS)

Address: Exchange Tower, London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
E-mail: complaint.info@financial-ombudsman.org.uk
For more information please visit www.financial-ombudsman.org.uk

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Company info

Reg Office: London West Unit 1 West Cross Way West Cross Industrial Park, Brentford Middlesex TW8 9DE

Reg. Company Number: 2304689

VAT Reg. No. GB 62 70844 38

Financial disclosure

Renault Retail Group UK Limited is authorised and regulated by the Financial Conduct Authority. Our firm reference number (FRN) is 311797.

We are a credit broker and not a lender and we are able to offer you credit broking services to help finance the purchase of your new or used motor vehicle, along with other ancillary products and services through our commercial arrangements with a select number of lenders. If we arrange finance for you, we may receive a commission, fee or other financial consideration from the lender for doing so. Our income may vary from lender to lender depending on the contractual and commission arrangements that we have in place. Credit is subject to status, terms and conditions See our disclosure document here