Customer CareWe want every customer to have a great experience every time

Our approach to ensuring our customers' satisfaction

At Pinetree Car Superstore Ltd, we aim to deliver an outstanding customer experience for every customer every single time.

If you feel that we haven't met your expectations, we'd like to know so we can put things right for you. We pride ourselves in our quality of service and will do all we can to resolve your concerns as soon as we can.

We have fully trained and experienced Team Members in place to support our customers. In the first instance, please contact the Team Member you have been interacting with, who will respond to your enquiry as soon as they possibly can.

If you have an issue you would like to escalate to a Leader in the business, please contact us either :

In writing to:

Customer Complaints Co-ordinator, Pinetree Car Superstore Ltd, A48 Westbound, Baglan, Port Talbot, SA12 8BH

Or by telephoning:

01639 814844

Alternative Dispute Resolution (ADR) Process

Who regulates us?

Pinetree Car Superstore Ltd are an Appointed Representative of Auto Protect (MBI) Limited which is authorised and regulated by the Financial Conduct Authority. Auto Protect’s FCA Registered Number is 312143. Auto Protect’s permitted business is arranging, advising and administering non-investment General Insurance Contracts.

You can check this on the Financial Services Register by visiting the FCA’s website http:www.fsa.gov.uk/register/home.do or by contacting the FCA on 0800 111 6768.

What to do if you have a complaint

If you wish to register a complaint regarding the sale of either a General Insurance policy or a Consumer Credit Agreement, please contact us either:

In writing to:

Customer Complaints Co-ordinator, Pinetree Car Superstore Ltd, A48 Westbound, Baglan, Port Talbot, SA12 8BH

Or by telephoning:

01639 814844

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more information, you can follow the FOS online at financial-ombudsman.org.uk