Mercedes-Benz Hedin Automotive London Ltd – Complaints Procedure.
At Hedin Automotive London Ltd (Hedin Automotive) we specialise in Mercedes-Benz Cars, smart Cars, Mercedes-Benz Vans, BMW Cars, and MINI Cars.
We operate across multiple locations in London and the South of England.
We are dedicated to providing you with the best customer experience throughout your Mercedes-Benz / smart ownership. That said, we understand that on rare occasions we may not meet your expectations, so if you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation in a fair and transparent way.
Whilst we aim to resolve all complaints within five working days, please note that we do have up to eight weeks, if necessary, to provide you with a Final Response Letter in relation to your complaint.
Stage 1 – Contact your local Showroom.
If you have a concern with either your vehicle or the service you have received at your Mercedes-Benz Showroom, please firstly raise this with the Sales Manager, Service Manager or Head of Business at the Mercedes-Benz Showroom itself. They are best placed to address your concerns and if required, contact us directly on your behalf.
Stage 2 – Hedin Automotive Head Office.
If, after speaking with your Showroom, you feel that your issue remains unresolved, please contact Hedin Automotive Head Office by one of the following methods.
Email: mblondon@hedinautomotive.co.uk
Post: Head Office Customer Services, Hedin Automotive London Ltd, Brooklands Drive, Weybridge, Surrey, KT13 0SL.
Please remember to provide the following information:
• Your full name and vehicle registration.
• The name of the Showroom and a clear description of your complaint.
• Details of what you would like to happen to rectify the situation.
• If appropriate, copies of any relevant supporting documentation.
If your complaint involves a regulated finance or insurance product (for example, Car Finance or GAP insurance), your complaint will be directed to ITC Compliance who is our Appointed Representative. ITC Compliance can be contacted by the following methods.
Email: complaints@itccompliance.co.uk
Telephone: 0117 440 3700.
Post: ITC Compliance, 4 Monarch Court, The Brooms, Emersons Green, Bristol, BS16 7FH.
Stage 3 - Contact Mercedes-Benz / smart Customer Services.
If you still feel your issue is unresolved, you can contact the appropriate Customer Services Team.
For Mercedes-Benz Cars and Vans please contact Mercedes-Benz UK Customer Services by one of the following methods.
Email: cs.uk@cac.mercedes-benz.com
Telephone: 0207 660 9993 (Monday to Friday 8:00 am to 8:00 pm, 7 days a week excluding bank holidays).
Post: Mercedes-Benz UK Customer Services, Mercedes-Benz UK Ltd, Delaware Drive, Tongwell, Milton Keynes, MK15 8BA
For smart Cars please contact smart UK Customer Services by one of the following methods.
Website: uk.smart.com/en/support/contact/
Email: hello@support.smart.com
Telephone: 01908 086062 (Monday to Saturday from 9:00 am to 9:00pm, including public holidays).
Stage 4 – Independent review.
If you still feel your issue is unresolved, you can contact The Motor Ombudsman for an independent opinion. The Motor Ombudsman is also our appointed Alternative Dispute Resolution (ADR) provider, and so can provide free and impartial adjudication on the New Cars, Vehicle Sales and Service and Repair Codes. The Motor Ombudsman can be contacted by the following methods.
Email: consumer@tmo-uk.org
Telephone: 0345 241 3008
Post: The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN
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