Customer Complaints Procedure

At Volvo Cars UK, we're committed to providing an exceptional experience for every customer. If something hasn't met your expectations, we're here to listen, understand your concerns, and work with you to find a fair and timely resolution.

We understand that issues with your vehicle or experience can be frustrating, and we want to reassure you that your concerns will be treated with care, respect and attention.

If you'd like to raise a concern or make a complaint, please contact us using one of the following methods:
Telephone: 01628 903800
Email: volvo-support@volvocars.com

Our dedicated Customer Care team will do their best to resolve your concerns as quickly as possible.

To allow us to review your concerns promptly, please provide:
✓ Your name and address
✓ Details of your concern or experience
✓ How you would like us to put things right
✓ A contact telephone number and the best time to reach you
✓ Your Order Number and/or any relevant reference number

The more information you can provide, the quicker we can begin investigating your concerns.

1. We Acknowledge Your Concern
Many issues can be resolved quickly. However, if further investigation is required, we'll acknowledge your complaint within five working days.

2. We Investigate Thoroughly
We'll carefully review your concerns and work with all relevant parties to fully understand what has happened. Our aim is always to find a fair resolution and keep you informed throughout the process.

3. We Provide Our Final Response
We aim to provide a final response within eight weeks of receiving your complaint but often a resolution will be sooner.

If we need additional time, we'll explain why and advise you of any available escalation options.

If you remain dissatisfied with our final response, or eight weeks have passed since you first raised your complaint, you may ask the Motor Ombudsman Service to independently review your case.

The Motor Ombudsman

Volvo Cars UK is committed to maintaining high standards of customer service and transparency.

The Motor Ombudsman is the automotive dispute resolution body, independently helping consumers and businesses resolve vehicle-related disputes.

You can contact The Motor Ombudsman using the details below:

Post: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
Telephone: 0345 241 3008
Website: www.themotorombudsman.org