Complaints Procedure

JOHN BANKS GROUP | CUSTOMER INFORMATION

CUSTOMER COMPLAINTS POLICY AND PROCEDURE

John Banks Group

Last updated: 24 July 2026 | Reference: BM.CC.103-01.02

1. Our approach

John Banks Group aims to provide high-quality vehicles, products and services. We recognise that things can sometimes go wrong. When they do, we want to know so that we can put matters right where appropriate and improve our service.

We welcome complaints made in person, by telephone, by email or in writing. We will not charge you for making a complaint and you do not need to use a claims management company or legal representative.

2. What is a complaint?

A complaint is any oral or written expression of dissatisfaction about our vehicles, products, services, customer service, employees, agents or the way we have handled a matter, where a response or resolution is expected.

This includes complaints about:

• the sale, supply, condition or description of a new or used vehicle;

• servicing, repairs, parts, warranties or aftersales support;

1. delays, communication, conduct or customer service;

• vehicle finance, credit broking, insurance or other regulated products arranged through us;

• charges, documentation, personal information or decisions we have made; and

• the accessibility of our service or the way we have responded to a customer's individual needs.

3. How to contact us

You can complain using any of the following methods:

Please provide, where possible:

• your name and preferred contact details;

• the dealership or department involved;

• the vehicle registration, order, invoice or agreement number, if relevant;

• a clear description of what happened and when;

• copies of relevant correspondence, photographs or documents; and

• what you would like us to do to resolve the matter.

Please do not send original documents unless we specifically ask for them. If you need help making a complaint, information in another format or an adjustment to the way we communicate, tell us and we will provide reasonable support.

4. What happens after you complain?

We will record your complaint and direct it to an appropriate complaint handler.

We will acknowledge it promptly and tell you who is dealing with it. For a regulated complaint, this will normally be in writing unless the matter is resolved within three business days.

We will review relevant records and may speak with the employees, suppliers, manufacturers, lenders, insurers or other parties involved.

If we need more information, we will explain what is required and why. We will keep you reasonably informed where the investigation is continuing.

We will explain our findings, decision and any action or remedy we consider appropriate.

We aim to resolve complaints as quickly as possible. Straightforward matters may be resolved locally. More complex matters may be referred to the Customer Services Team, Compliance, a senior manager, our Board, a manufacturer, lender, insurer or our regulatory principal.

5. Complaint response times

Complaints resolved within three business days

Where a complaint about a regulated financial product or service is resolved by the end of the third business day after receipt, we will provide a Summary Resolution Communication where legally required. This will confirm that we consider the complaint resolved and explain any right to refer the matter to the Financial Ombudsman Service.

Other regulated complaints

For most other regulated complaints, we will send a written final response as soon as possible and normally within eight weeks. The final response will explain our decision and, where applicable, your right to refer the complaint to the Financial Ombudsman Service.

Non-regulated complaints

For complaints about vehicles, servicing, repairs or other non-regulated matters, we aim to provide a substantive response promptly and ordinarily within eight weeks. If we need longer because the matter is complex or depends on information from another party, we will tell you why and provide an update.

Motor finance commission complaints

Certain complaints about commission connected with historic motor finance agreements may be covered by the FCA's Motor Finance Compensation Scheme and its separate rules and timescales. If your complaint is affected, we or the relevant finance provider will explain the process, the applicable timetable and your rights. Current information is available from the FCA:

www.fca.org.uk/carfinance

6. Complaints about finance or insurance

John Banks Limited is an appointed representative of ITC Compliance Limited, which is authorised and regulated by the Financial Conduct Authority under firm reference number 313486. Our permitted activities include advising on and arranging general insurance contracts and acting as a credit broker, not a lender.

Complaints concerning regulated activities will be handled in accordance with applicable FCA rules and our arrangements with ITC Compliance Limited. We may provide details of the complaint to ITC Compliance Limited and to the relevant lender, insurer or product provider so that the complaint can be investigated and handled by the correct organisation. We will tell you if another organisation is responsible for responding.

7. Financial Ombudsman Service

If you are an eligible complainant and remain dissatisfied with our final response to a regulated complaint, or if the applicable response period has expired, you may be able to refer the matter free of charge to the Financial Ombudsman Service.

You will normally need to refer your complaint within six months of the date of the final response. Different rules may apply to complaints covered by the Motor Finance Compensation Scheme or where exceptional circumstances apply. Your final response will explain the relevant rights and deadline.

8. The Motor Ombudsman

For an eligible dispute about vehicle sales, servicing, repairs or warranties that is not a financial-services complaint, you may be able to refer the matter to The Motor Ombudsman if the relevant John Banks Group business or activity is accredited to the applicable Code of Practice.

You should complain to us first. The Motor Ombudsman can usually consider an eligible dispute after we have issued our final response or after eight weeks have passed.

9. Representatives and authority

You may ask another person to help you or act on your behalf. Before we disclose personal or confidential information, we may ask for reasonable evidence of your identity and written authority confirming who may represent you and what information we may share. We will also recognise other valid legal authority, such as a power of attorney, where appropriate evidence is provided.

You can withdraw authority at any time. Using a representative does not change the way we assess your complaint and will not result in preferential treatment.

10. Privacy and confidentiality

We handle personal information in accordance with UK data protection law and our Privacy Policy. Information will be shared only where there is a lawful reason and it is appropriate for investigating or resolving the complaint, meeting regulatory obligations, obtaining professional advice or establishing, exercising or defending legal rights.

Complaint records may include correspondence, call recordings, transaction records, workshop information, photographs and information received from relevant third parties. For more information about how we use personal data and your rights, please see our website Privacy Policy.

11. Fair treatment and accessibility

We will treat customers respectfully and without discrimination. We recognise that health, disability, bereavement, financial difficulty, communication needs or other circumstances may affect how a customer experiences the complaints process. Please tell your complaint handler about any support or communication adjustment you need.

12. Learning from complaints

We record and review complaints to identify recurring issues, customer harm, training needs and opportunities to improve our products, services, systems and communications. Regulated complaints are reported to ITC Compliance Limited and relevant providers where required.

13. Important information

This policy does not remove or restrict any statutory or contractual rights.

External organisations decide whether a complaint falls within their jurisdiction or scheme rules.

Contact details and regulatory arrangements may change. The current version published on our website will apply.

This public policy applies to John Banks Group businesses, including John Banks Limited and John Banks Ipswich Limited, where relevant to the transaction or service concerned.

Policy status

Policy owner: Board of Directors / Chief Executive Officer. Effective date: 24 July 2026. This policy is reviewed at least annually and following relevant legal, regulatory or business change. Next scheduled review: July 2027.

Customer Complaints Policy | Website version | July 2026 | Page