Contact Us
1. Contact Us
If you need help or have a concern, we’re here to support you.
Email
Please contact us using our email address customerservice@autonative.com
Important notice
Order-related emails may be sent from no-reply@autonative.com. This email address is not monitored, and replies sent to it may not be received.
2. Complaints Handling Policy
If you have a complaint relating to the Ford Certified Used Parts webstore or any products you have ordered or received, please contact us as soon as possible using the details above. Making us aware of your concern early helps us investigate and resolve it efficiently.
Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015.
What happens next?
Once we receive your complaint, we will:
Acknowledge receipt
We aim to confirm receipt of your complaint within a reasonable timeframe and let you know when you can expect a response.
Investigate your concerns
We will review the details as soon as possible and may contact you for additional information if needed.
Provide a final response
We will explain our findings, any actions we propose to take, and the reasons for our decision. Our response will normally be provided in writing by email or letter.
If we need more time to complete our investigation, we will let you know and keep you updated on progress. You may contact us at any time if you believe there is further information that could help us resolve your complaint.
If you’re not satisfied with the outcome:
If we are unable to resolve your complaint within a reasonable timescale, you may refer the dispute to the free, independent Advisory and Conciliation Service operated by The Motor Ombudsman, the government-backed self-regulatory body for the motor industry. Autonative Limited is willing to engage in this form of alternative dispute resolution. Using ADR is voluntary and does not affect your right to pursue the matter through the courts.
Contact details:
Consumer Advice Line: 0345 241 3008
Website: www.themotorombudsman.org
Postal address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
3. Data protection
Any personal data you provide when contacting us or submitting a complaint will be processed in accordance with applicable data protection laws and our Privacy Policy. We use this information solely to investigate and respond to your enquiry or complaint and retain it only for as long as necessary to meet legal and regulatory obligations.
4. Registered details
Autonative Limited
Registered in England: Company Registration No. 09238407
Registered Office: Scot House, Scot House, Matford Park Rd, Exeter, England, EX2 8AW