Drop down ButtonDrop down Button< ££ >Teaser Link Arrowco2

Customer Complaint Procedure

We hope you are pleased with any purchase made or service received from Vines of Gatwick and that you have no reason to complain - but if there's something you're unhappy with please contact the relevant team member, so that we can look to put matters right.

Contact us straight away.

In the first instance, ask to speak to the member of staff in the relevant department, who will look to resolve your complaint.

Contact us using one of these options:

Telephone 01293 575557
Email: mail-gatwick@vinesgroup.net
Vines of Gatwick
Stephenson Way
Three Bridges
West Sussex
RH10 1TN

If you call us, we will endeavour to resolve your concern whilst you are calling. If this isn't possible, the advisor will agree a course of action with you. Due to certain legislation requirements we may ask you to put your complaint in writing to us; this is so we can adhere to our Contractual Obligations.

Escalating the complaint.

If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to our Head of Business, who will allocate the complaint to the correct Departmental Manager to resolve for you.

Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.

You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.

If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints is detailed in the FCA Regulations, these can be found on www.fca.org.uk . 

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. Further details and contact methods can be found on www.financial-ombudsman.org.uk/consumer/complaints.htm  

The Vines Group subscribes to Motor Ombudsman, if a dispute cannot be settled, we refer you to Motor Ombudsman a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org/ alternatively you can contact their Advice Line on 0345 241 3008





This statement is made pursuant to s.54 of the Modern Slavery Act 2015 and sets out the steps that Vines Ltd has taken and is continuing to take to ensure that modern slavery or human trafficking is not taking place within our business or supply chain.
Modern slavery encompasses slavery, servitude, human trafficking and forced labour. Vines Ltd has a zero tolerance to any form of modern slavery. We are committed to acting ethically and with integrity and transparency in all business dealings and to putting effective systems and controls in place to safeguard against any form of modern slavery taking place within our business or our supply chain.


We are a prestige motor group based in the South East of England, with three centres that retail and maintain motor car and bikes. All centres are based in the UK. Vines Ltd employs approximately 350 employees. The Group has an annual turnover of approximately £190 million.


Our supply chains include a variety of national, local and international suppliers to source goods, services and equipment for the operation of its businesses. In particular we work principally with BMW manufacturer from whom we obtain our principal products, motor vehicles and aftersales parts.


We are committed to ensuring there is no modern slavery or human trafficking in our supply chains or in any part of the business. Our Modern Day Slavery policy reflects our commitment to acting ethically and with integrity in all our business relationships and to implementing and enforcing effective systems and controls to ensure slavery and human trafficking is not taking place anywhere in our supply chains.

We have in place a number of Group policies to ensure that we are conducting business in an ethical manner:

  • Modern day Slavery policy
  • Anti-Bribery Policy
  • Whistleblowing policy
  • Equal Opportunities Policy
  • Code of business conduct


We have zero tolerance to slavery and human trafficking. We expect all those in our supply chain and contractors to comply with our values.


To ensure a high level of understanding of the risk of modern slavery and human trafficking in our supply chain and our business, we provide training to relevant members of staff. The Senior Management have been briefed on the subject.


We continue to take the following steps with the aim of ensuring that modern slavery and human trafficking are not taking place in any part of our business or our supply chains:

  • A review of our employment terms and conditions and recruitment policy.
  • Staff training on modern slavery.
  • Reviewing existing supply chains and ensuring any new suppliers comply with the Modern Slavery Act.

For and on behalf of Vines ltd

Sean Kelly

Group Managing Director