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Complaints Procedure

Complaints Procedure

As a business we strive to provide the best level of service possible to all of our customers, to achieve this we have a Customer Feedback Policy and Procedure in place to investigate any complaints that arise about the Service we provide.

If there is something you are unhappy with, we want to know in order to improve our service.

If you've got a complaint, you should first contact Julie Rochester. We aim to respond and resolve the matter within 2 working days. We hope that we would be able to resolve any issues you may have, however if you are not happy with the response you receive you are able to make a formal complaint.

You can make a formal complaint by:

  • Writing to us at Excel Motors Midlands Ltd, Raynesway, Spondon, Derby, DE217BQ
  • Emailing us at
  • Telephone 01332 820111

Please make sure you include your full name, address and telephone number so that we can contact you to discuss your complaint further.

When we receive your formal complaint, the Customer Service team will log your complaint and a manager will be the one to investigate it further. It is usually possible for us to respond to a formal complaint within 5 working days but, if we need more time to deal with your complaint, we will let you know.


If by this final stage, you are unhappy with the response or outcome of your complaint it can be passed through to the director of the company for a final decision to be made.

To do this please contact us and advise us of why you are unhappy with the first stages of the complaint's procedure, this will usually then be handled within 7 days.

Your feedback and opinions are important to us.

Contact Details:

Email: or

In writing:

Excel Motors Midlands Ltd
DE21 7BQ
Telephone: 01332 820111