Did we get something wrong?

We always need as much feedback as possible.

No one likes feeling let down. If for any reason you feel we have not met with your expectations, just let us know. Should you wish to contact us:

Email: pl@jhsales.co.uk

Telephone: +44(0)114 2565040 or +44(0)7972910999

Have some feedback or questions?

We'd love to hear from you. Feel free to get in touch.

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Our Complaints Procedure

Our Promise.

John Holland Sales Limited is committed to providing products and service of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

John Holland Sales Limited will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.

What you will need to provide

To help us investigate and try to resolve your complaint, please provide us with the following information:

• your name and address;
• your agreement number or registration number, if you have one;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.

Our procedures

We will do our best to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

• within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
• keep you updated on the progress of your complaint, and
• within 8 weeks of receiving your complaint, we will either:
  - write to you with our final response and the reasons for providing this response, or
  - explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

If you are still not satisfied;

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review. This address can be found on their website.

If you wish to resolve the matter as quickly as possible, we always suggest you contact us in the first instance by email - Email: pl@jhsales.co.uk or alternatively contact Peter Lefley, Business Manager - Tel +44(0)7972910999