Complaints Procedure

Contacting us

If you have a concern with either your vehicle or the service you have received, please firstly raise this with our Sales Manager or our After Sales Manager, they are best placed to assist you.

Raise a Formal Complaint

Should you remain unhappy, our management team will escalate your concerns to our Customer Care team for an independent review and ultimately our final response.

To help us investigate and try to resolve your complaint, we'll ask for the following information:

  • Your name, address and best contact details.
  • A clear description of your complaint and desired resolution.
  • Copies of any supporting documents.

It is our aim to resolve your complaint promptly and we will adhere to the following timescales:

  • Within 5 working days, provide a written acknowledgement of your complaint.
  • Keep you updated on the progress of your complaint, and within 8 weeks of receiving your complaint, we will write to you with our final response or update you advising when we will be in a position to provide you with one.
  • We may not always provide the answer you are looking for, but we will make sure we offer a clear explanation for our decision.

Final Response

Though we will always aim to resolve your complaint at the earliest opportunity, we are required to respond to all complaints with our final outcome within 8 weeks or explain why and how much further time is required.

The final outcome letter will include:

  • our decision and reason as to whether the complaint has been upheld or rejected.
  • details of any redress/remedial action being (or that has been) taken.
    your right to refer to the Financial Ombudsman Service (FOS) if you remain unsatisfied with the outcome, along with their contact details.
  • Please note, at any point, if we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.

For further help and advice related to Finance and Insurance complaints, contact from The Financial Ombudsman Service,
WEB: www.financial-ombudsman.org.uk/
Email: [email protected]
Writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

For further help and advice related to mechanical complaints, contact The Motor Ombudsman (TMO) Service
WEB: www.themotorombudsman.org
Phone: 0345 241 3008
Writing: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN,
For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO)
WEB: https://ico.org.uk/make-a-complaint/
Phone: 0303 123 1113

Reviews

5.0
421 reviews
  • I'm not usually one to review, but the service offered by Shane and his team were genuinely first class. As a distance buyer, I relied upon their video advert and critical appraisal to give a good picture of the car. The detail Shane went into was above and beyond, and gave me enough confidence to p... Read More
    R Boylin

    I'm not usually one to review, but the service offered by Shane and his team were genuinely first class. As a distance buyer, I relied upon their video advert and critical appraisal to give a good picture of the car. The detail Shane went into was above and beyond, and gave me enough confidence to put a deposit down over the phone. I took the train to collect the car later that week and was kindly picked up from the station by one of the team. On arrival, the car exactly, if not better than described and has so far been perfect. Hands down the best "dealer-style" buying experience I have ever had; their stock is fantastic and they treat you like a client, not just a customer. Thank you guys for all your help - it really is appreciated.

    R Boylin
  • Flawless process. Found our perfect car online through Your best car. From the first call to the collection of the car Josh kept us updated with info and videos of the vehicle so there were no hidden surprises. We picked up our new family car from their new premises in medmenham and we were not disa... Read More
    R Maguire

    Flawless process. Found our perfect car online through Your best car. From the first call to the collection of the car Josh kept us updated with info and videos of the vehicle so there were no hidden surprises. We picked up our new family car from their new premises in medmenham and we were not disappointed. Thanks Josh and the YBC team ????

    R Maguire
  • I bought a beautiful BMW 545e from Your Best Car Kent. The whole process was seamless, the service from all employees was top-notch, and I could not fault them. Both Morgan and Jamie were very helpful and answered all of my questions portraying great product knowledge as well as not being pushy. I ... Read More
    Emraj C

    I bought a beautiful BMW 545e from Your Best Car Kent. The whole process was seamless, the service from all employees was top-notch, and I could not fault them.

    Both Morgan and Jamie were very helpful and answered all of my questions portraying great product knowledge as well as not being pushy. I could not recommend these guys any more.

    Emraj C
  • Friendly staff and a great selection of cars. What more could you ask for?
    Steven G

    Friendly staff and a great selection of cars. What more could you ask for?

    Steven G
  • Great service and a beautiful car. Thank you!
    Catherine P

    Great service and a beautiful car. Thank you!

    Catherine P
  • Brilliant service. I'm very happy with my experience. Smooth purchase and friendly staff.
    Seb M

    Brilliant service. I'm very happy with my experience. Smooth purchase and friendly staff.

    Seb M
  • I spoke to Morgan who helped me out. He is very knowledgeable and respectful and I would definitely recommend YBC Kent.
    Annabel G

    I spoke to Morgan who helped me out. He is very knowledgeable and respectful and I would definitely recommend YBC Kent.

    Annabel G
  • A really good selling experience after the referral through Motorway to Your Best Car Kent. First impressions of Andrew were good, he was very well-presented and polite. He conducted the sale of our car with the utmost professionalism. No haggling over price as our car was as described on the Motorw... Read More
    Debbie N

    A really good selling experience after the referral through Motorway to Your Best Car Kent. First impressions of Andrew were good, he was very well-presented and polite. He conducted the sale of our car with the utmost professionalism. No haggling over price as our car was as described on the Motorway site, there is no point in giving false impressions. He was a pleasure to deal with. If the selling experience is anything to go by then I would certainly recommend buying a car from Your Best Car.

    Debbie N
  • Absolutely superb service from Your Best Car Kent! I dealt with Andrew and can only describe the buying experience as wonderful. From start to finish the experience was a pleasure. Thank you!
    The Caravan Group

    Absolutely superb service from Your Best Car Kent! I dealt with Andrew and can only describe the buying experience as wonderful. From start to finish the experience was a pleasure. Thank you!

    The Caravan Group
  • The experience of selling my car to Your Best Car Kent was excellent. They could not have been more helpful.
    Alastair W

    The experience of selling my car to Your Best Car Kent was excellent. They could not have been more helpful.

    Alastair W
Transport For London

Cars need to meet minimum emission standards when travelling in the Ultra Low Emission Zone (ULEZ) or the daily charge must be paid.

Minimum emission standards

Petrol: Euro 4
Diesel: Euro 6

The ULEZ will be enforced based on the declared emissions of the vehicle rather than the age. However:

Information from Transport For London

Check this car on the TFL website before purchasing: https://tfl.gov.uk/modes/driving/check-your-vehicle/

Your Best Car accepts no responsibility for the accuracy of TFL's data and the consequences occurred