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HSF Group Business & Fleet Complaints Procedure

Whilst we want our customers to enjoy the highest possible levels of customer service at all times, we realise that sometimes we may fall short of your expectations and would welcome the opportunity to hear of this and to put it right.

Should this be the case please in the first instance contact our Group Business Sales Manager with either by telephone 01732 832424, or by email

Please provide your name, telephone number, email address, vehicle details and a brief description of your complaint together with the location you are dealing with.

If they are unable to or do not resolve your complaint quickly, please contact the Sales Director who will look into your complaint in more detail and will take the following steps: -

Within One Week

They will endeavour to give you a full reply. If this is not possible, they will send an acknowledgement that we have received your complaint and confirm details of who is dealing with it.

Within Four Weeks

We hope by this time to have completed our investigations and written to you with our final response. Hopefully this will have resolved the situation but if not please write to our Managing Director – Mr Charles Slaughter c/o Volvo Cars Tonbridge, Vale Rise, Tonbridge, TN9 1TB for review.

Within Eight Weeks

In nearly all cases we will have written to you with our final response and it is highly unlikely your complaint will not have been resolved but if not, we will write to you with a further update.

Dispute Resolution

Where your complaint cannot be resolved within eight weeks and you have exhausted our internal processes you may refer the dispute to the following who proved Alternative Dispute Resolution processes.

BVRLA Conciliation Service

HSF Group (Grafise Ltd T/A: McNaughton Ross, Parkside and Volvo Cars Tonbridge and Squire Furneaux Cobham Ltd T/A: Squire Furneaux Guildford, Volvo Cars Leatherhead and Volvo Cars Thames Ditton) are leasing broker members of the British Vehicle Rental & Leasing Association (BVRLA) and any unresolved disputes may be referred to the BVRLA by either the customer or by HSF Group.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

In the first instance, details should be submitted online at
If a customer does not have access to the internet, details can be sent by post to:
British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

Financial Ombudsman Service

For a financial service matter this should be to the Financial Ombudsman. Their website is or write to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

The Motor Ombudsman

Where this does not relate to a financial service this should be to the free Independent Advisory and Conciliation Service operated by the Motor Ombudsman. Their dedicated advice line is available on 0800 692 0825, website or write to The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

If you have any questions relating to our complaints handling procedure, please contact us on 01732 832424 or email