Introduction

Hyundai Motor UK Limited is committed to supplying products and service of the highest standard.  We recognise however that, despite our best efforts, things can go wrong.  When that happens, we will do our best to correct the issue as quickly and efficiently as possible.  This Customer Complaints Handling Procedure explains how best to direct any complaint, and what you can expect from us.

If your questions relate to the financing of your vehicle through Hyundai Finance, you should contact them directly:  https://www.hyundaifinance.co.uk/contact/

Step 1:  Speak with your local Hyundai retailer

Your first point of contact for any question, issue or complaint relating to Hyundai products or services should always be your local Hyundai retailer.  Your retailer has full access to your order and purchase details, including if and how your vehicle was financed.  They are therefore best placed to help.  You can find your local Hyundai retailer here:  https://www.hyundai.com/uk/en/retailer-locator.html

Step 2:  Contact Hyundai UK

If your local Hyundai retailer is unable to resolve your complaint, or if you are dissatisfied with their response, you can contact the Hyundai UK Customer Experience team directly.  Just click the link and scroll to the bottom of the page to access our Live Chat. 

Please have the following information to hand:

  • Your full name and address
  • Your vehicle registration number
  • The best means of contacting you
  • Your local retailer
  • A clear description of your complaint
  • What you would like us to do to rectify the situation
  • Any documentation that you think may be relevant

Alternatively, you can reach us by phone, by email or by post:

Phone:           We’re available by phone on 0800 981 981.  Our customer service team is here from 8am to 6pm Monday to Friday, and from 9am to 4pm on Saturday.

Email:             customer.query@hyundai.co.uk

Post:               Hyundai Motor UK Customer Experience Team
                        Birchwood Building
                        Springfield Drive
                        Leatherhead
                        KT22 7LP

We aim to respond to all complaints within three working days, and to resolve them within 10 working days.  Where your complaint relates to a consumer credit agreement, we are required to respond to all complaints with a final outcome within 8 weeks.  In exceptional cases, where a complaint cannot be resolved within these deadlines, we commit to keeping you informed and explaining the reasons for the delay.

Step 3:  Independent Review

If you remain unhappy with our response, you can raise it with an independent third party.  This may be The Motor Ombudsman or The Financial Ombudsman Service, dependent on the nature of your complaint.

The Motor Ombudsman

The Motor Ombudsman is the automotive dispute resolution body.  Fully impartial, it is the first Ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.  These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

By You can contact The Motor Ombudsman by phone, online or by post:

Phone:                  0345 241 3008* (option 1)

Online:                 https://www.themotorombudsman.org/consumers/make-a-complaint

Post:                      The Motor Ombudsman
                                71 Great Peter Street
                                London
                                SW1P 2BN

The Financial Ombudsman

If your complaint relates to a consumer credit agreement, you can contact The Financial Ombudsman Service.  You can contact The Financial Ombudsman Service by phone, by email, online or by post:

Phone:                  0800 023 4567

Email:                   complaint.info@financial-ombudsman.org.uk

Online:                 https://www.financial-ombudsman.org.uk/make-complaint

Post:                      The Financial Ombudsman Service
                                Exchange Tower
                                London
                                E14 9SR