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The Desira Staff and Management work incredibly hard to ensure we not only meet but exceed your expectations, we love to hear from our customers about the experience they received to ensure we are continually improving and evolving the service we provide.
The Desira Staff and Management work incredibly hard to ensure we not only meet but exceed your expectations, we love to hear from our customers about the experience they received to ensure we are continually improving and evolving the service we provide.
If you have any Comments, Compliments or Complaints then please let us know:
Complaints Policy
At Desira Group,we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don’t meet expectations. When this happens the first step to take is to get in contact with a member our team.
If you have a General complaint:
For complaints relating to non-regulated activities, this is anything concerning the dealership, sales or after sales.
Our preferred method of contact is email as this goes to our Senior Management Team and will be resolved as quickly as possible, Please contact us directly via email address feedback@desiragroup.com with the details and any supporting documentation.
If you do not have an email account, you can telephone us or send a letter.
Victoria Road, Diss, Norfolk, IP22 4GS
01603 397725
feedback@desiragroup.com
Our management team is committed to resolve any issues or problems you have, whatever that may be. Often problems are quickly resolved within 24 hours leaving customers happy with the service they received.
If you have a Complaint regarding FCA regulated activities?
Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly.
Automotive Compliance Ltd you can be contacted via post, telephone, or email:
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone - 01452 671 560
Email ; complaints@automotive-compliance.co.uk
If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
On 11th January 2024 the Financial Conduct Authority, (FCA) applied specific guidance to the handling of complaints for Discretionary Commission Arrangements (DCA), whereby the usual 8-week deadline to respond to complaints is “paused”.
Please note, the Financial Conduct Authority (FCA) have extended the “pause” until after the 4th of December 2025.
If you would like to understand further information, published by the Financial Conduct Authority.
At Desira, we have committed to the standards set out in The Motor Industry Code of Practice for Vehicle Sales, Service and Repairs. The Desira Staff and Management work incredibly hard to ensure we not only meet but exceed your expectations. However, should you ever feel the need to make a complaint you can refer your dispute to The Motor Ombudsman, who is the self-regulatory body for the Motor Industry that can provide independent advice and guidance.
Desira Group subscribes to the Motor Industry Code of Practice for New Cars.
Desira Group subscribes to the Motor Industry Code of Practice for Service and Repair.
The Motor Ombudsman can provide CTSI approved Alternative Dispute Resolution (ADR) service if a consumer remains dissatisfied with the outcome of a dispute in relation to the New Car code.
The code sets out the standards that vehicle manufacturers comply with regarding new car sales, new car warranties, availability of replacement parts, advertising and handling of customer complaints.
Find out more here
