How to Complain About Pendragon
Everything you need to make an effective complaint against Pendragon, including contact details, your rights, deadlines, and escalation paths.
Also known as: Evans Halshaw, Stratstone
Contact Details
complaints@pendragon.co.uk
0115 901 7000
Your Rights
Consumer Rights Act 2015 (Goods)
Vehicles must be of satisfactory quality and as described. The 30-day short-term right to reject applies to faulty vehicles.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Pendragon. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Pendragon. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@pendragon.co.uk
Set a deadline
Give Pendragon 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Pendragon hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Motor Ombudsman.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Motor Ombudsman
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.