Volvo Cars UK

Customer Complaints Procedure

We want you to be completely happy with the service we provide and are committed to listening to your feedback and resolving any issues wherever we can.

Please tell us of your concerns by contacting us via:

Telephone – 01628 422 522
Email -

If you wish to complain our aim will be to resolve your complaint as quickly as possible.

To help us do this, please provide the following:

  • Your name and address.

  • Details of your concern.

  • How you would like us to put things right.

  • A phone number and the best time to contact you, as we may need to contact you for further information.

  • Your Order Number and/or any relevant reference number.

What happens next?

  • We aim to solve problems straight away, but more complex matters may take a little longer. If we need to look into things, then we will send you an acknowledgement letter within five days. This will detail who is looking at the complaint, their contact details and when you can expect to hear from us again.

  • We will investigate the concern that you have raised and work with you to find a solution. If we reach an agreed resolution to your concerns, then we detail this in a response letter to you. If you feel our response hasn't resolved things adequately, please tell us, as we appreciate opportunities to put things right.

  • Unfortunately, some of the more complex complaints will take longer to resolve. If our investigation takes longer than 4 weeks, we will be in contact with an update on your complaint and advise you of when we hope to conclude our investigation.

  • We aim to provide you with our final response to your complaint within 8 weeks of us having received it, or on the rare occasions when it takes longer, we will provide you with an update as reason for delay and details of any escalation procedures

If your complaint is in relation to the financing of your vehicle or you are either dissatisfied with our final response or 8 weeks have passed since you told us of your concerns, then you can ask the Financial Ombudsman Service to independently review the complaint.

    About the Financial Ombudsman Service

    The Financial Ombudsman is a free, independent service that looks into disputes between financial services businesses and their customers. You can find out more about them or contact them directly by:

    You may also raise a complaint with the Motor Ombudsman:

    The Motor Ombudsman is the automotive dispute resolution body. It’s 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 find out more about them or contact them directly by:

    • Post: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN

    • Telephone: 0345 241 3008

    If you have any queries regarding our Complaints Procedure, please do not hesitate to contact our Customer Care team on the details provided above.

    Thank you,
    Your Volvo Cars UK Customer Care Team

      Number of complaints opened by volume of business

      Firm name: Volvo Car UK Limited
      Other firms included in this report (if any): None
      Period covered in this report: 1st January 2023 – 30th June 2023
      Brands/trading names covered: Care by Volvo, Volvo Car UK Limited

        Product/ service grouping

        Insurance and pure protection

        Credit related

        Provision (at reporting period end date)



        Intermediation (within the reporting period)

        4.27 complaints per 1000 policies sold

        71.29 complaints per 1000 sales made

        Number of complaints opened



        Number of complaints closed



        Percentage closed within 3 days



        Percentage closed after 3 days but within 8 weeks



        Percentage upheld



        Main cause of complaints opened

        Claim Handling

        Vehicle Issues

        To help you put these figures into context:

        The number of credit related complaints opened during the reporting period is equivalent in volume to 71.29 complaints per 1000 credit-related regulated agreements in place on Last Date of Period covered