Complaints Procedure
Last updated · June 2026
We aim to put things right quickly and fairly. If something has gone wrong, please tell us as soon as you can so we can investigate.
1. Raise it with us first
Contact us by phone, email or in person. We’ll acknowledge your complaint within 3 working days and aim to provide a full response within 14 working days. Complex cases may take longer; we’ll keep you updated.
- Email: info@hampshiretrucksandvans.co.uk
- Phone: see our contact page
- Post: LMS Trading Group Ltd, Unit 5i, Church Farm Buildings, Alton, GU34 5FZ
2. What to include
- Your name, address and contact details.
- The vehicle registration and invoice number, if applicable.
- A clear summary of the issue, dates and what you would like us to do.
- Copies of any supporting photos, reports or correspondence.
3. If we can’t resolve it
If after our final response you remain unhappy, you may be entitled to take your complaint to an alternative dispute resolution (ADR) provider. As an independent dealer we will, where applicable, signpost an approved motor-industry ADR scheme in our final response.
For complaints relating to a finance agreement, you may also be able to refer the matter to the lender’s own complaints process and ultimately to the Financial Ombudsman Service at financial-ombudsman.org.uk.
4. Statutory rights
Nothing in this procedure affects your rights under the Consumer Rights Act 2015 — see our Consumer Rights page.