Customer Services

It's always our aim to make sure no one needs to use this page. But if you do have an issue, our job now is to listen carefully to your comments and do what we can to make it right.

I need to raise an issue

The easiest and quickest way to resolve an issue would be to get in touch with the Stratstone retailer you have been dealing with. Our Associates will do their absolute best to assist you.

I need to make a complaint

If you have been unable to resolve your concerns or issues directly with the Stratstone retailer you've been dealing with. We will help you log a complaint with us and get you to the best possible resolution.

You can make a complaint online here.

Financial products

If you need to make a complaint about the sale of a general insurance policy or a Consumer Credit Agreement, we have a specially trained team who can help. Their contact details are:

Stratstone Customer Experience
Loxley House,
2 Oakwood Court,
Little Oak Drive,
Annesley,
Nottingham,
NG15 0DR

Email: FandI@Lithia.co.uk
Telephone: 0800 012 5050

Please be aware that this team can only assist with complaints about financial services.

If you cannot settle your financial products complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more details, visit https://financial-ombudsman.org.uk

Financial Conduct Authority (FCA) Ruling 11 January 2024 - Complaints concerning Discretionary Commission Arrangements (DCA) Response Paused:

Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the FCA on 11 January 2024, we will temporarily pause our response until the FCA provide more information.

Further details in relation to the pause can be found at https://www.fca.org.uk/carfinance.

Alternative Dispute Resolution (ADR)

If you don't agree with the resolution we've proposed for your complaint, we will refer you to our ADR service, provided by the National Conciliation Service. The ADR service provides an independent look at your complaint and may choose to change or uphold the resolution we've given you.

You can raise a case with the National Conciliation Service .

Alternatively, you may refer your complaint to The Motor Ombudsman. For details of this service please visit www.themotorombudsman.org

Modern Slavery Statement

Company Info

Company Information, Terms of Business & Forms

www2.stratstone.com

References to the Lithia Motors Group includes Lancaster UK Limited, Stratstone Automotive Limited, Stratstone Luxury Vehicles Limited, Stratstone Cars Limited, Stratstone Specialist Cars Limited and Stratstone Sports Cars Limited.

Stratstone Automotive Limited, Stratstone Luxury Vehicles Limited, Stratstone Cars Limited, Stratstone Specialist Cars Limited and Stratstone Sports Cars Limited are all authorised and regulated by the Financial Conduct Authority for credit-related regulated activities and insurance distribution activities, see FCA Information. Telephone calls may be recorded for quality and training purposes.

We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. They pay us a fixed commission for introducing you to them, if you would like further information please email commission.enquiries@jardinemotors.co.uk before you enter into your finance agreement.

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Company Information, Terms of Business & Forms

www.jardinemotors.co.uk

References to the Jardine Motors Group includes Lancaster Plc, Jardine Automotive Limited, Stratstone Luxury Vehicles Limited, Jardine Cars Limited, Jardine Specialist Cars Limited and Jardine Sports Cars Limited.

Jardine Automotive Limited, Stratstone Luxury Vehicles Limited, Jardine Cars Limited, Jardine Specialist Cars Limited and Jardine Sports Cars Limited are all authorised and regulated by the Financial Conduct Authority for credit-related regulated activities and insurance distribution activities, see FCA Information. Telephone calls may be recorded for quality and training purposes.

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