R N Golden: 01484 608060  

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Complaint Procedure

The Complaint Procedure

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise.

Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

We define a complaint as any expression of dissatisfaction, whether oral or written.


Who should I contact with my complaint?

All complaints should initially be sent to:

Email: complaints@rngolden.co.uk 

Post:  FAO General Manager RN Golden, Wakefield Road, Lepton, Huddersfield, West Yorkshire, HD8 0DL.


How will my complaint be dealt with and what happens if it cannot be resolved right away? 

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

We will acknowledge your complaint promptly (generally within 5 business days) in writing, and will include details of our complaints handling procedures dependent on the nature of the complaint.


If you are still dissatisfied

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at Financial Ombudsman.


For any other complaints, you can contact The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN. Telephone: 0345 241 3008. Email: consumer@tmo-uk.org or visit their website www.TheMotorOmbudsman.org to learn more about their alternative dispute resolutions.


Any reference to any of the above will not affect your right to take legal proceedings.

Rainworth (Yorkshire) Limited is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 651618). Automotive Compliance Ltd’s permissions as a Principal Firm allows Rainworth (Yorkshire) Limited to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.


We can introduce you to a selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.