Our Complaints Procedure
Making a Complaints Procedure
We always endeavour to make sure your experience with us is the best possible. However, we understand that things don’t always go as planned. If you’ve received poor service and have a complaint, please contact us at:
Tel: 0333 005 0001
Address: Bank Chambers, 93 Lapwing Lane, Manchester, England, M20 6UR
I’ve sent my complaint to you. What happens next? / What happens after I’ve sent you my complaint?
Once we receive your complaint, our experienced and impartial Customer Service Team will investigate to fairly and swiftly assess:
- The nature of your complaint
- Whether your complaint involves any third party (e.g. a lender, or the dealer who sold your vehicle).
- How best we should resolve your complaint.
- Whether your complaint should be upheld and whether any redress is owed to you.
During their investigation of your complaint, our Customer Service Team will carefully consider all of the evidence available, in addition to the circumstances surrounding your particular complaint. Relevant laws or regulation will also be taken into account, along with the guidance published by the Financial Ombudsman Service.
What steps will you take to resolve my complaint?
As soon as we receive your complaint, we will log this in our system and assign a reference number. Where your complaint is resolved within three business days, we will send you a Summary Resolution communication, informing you of the resolution details. This will also include the Financial Ombudsman Service’s details so, if for any reason you do not agree with the outcome, you can refer it to them. In cases where the investigation continues beyond three business days, your complaint will be acknowledged and a Final Response subsequently issued to you once the investigation concludes.
During our investigation, we may require detailed information from you or any third party involved. We kindly ask that you help as much as possible with our assessment and provide any details promptly wherever possible. This will allow us to deal with your complaint as efficiently and as thoroughly as possible.
If you have a complaint regarding the quality of your vehicle, we recommend that you first get in touch with the dealership who sold the vehicle to you, to try and resolve the issue. If the issue is unresolved or you experience any further difficulties following your communication with the dealership, please get in touch with us and we will try and help you in the best way we can.
Throughout our ongoing investigation we’ll continue to keep in touch with you and will be happy to answer any questions you might have about how your complaint is progressing. We aim to resolve all complaints within 8 weeks. Once your complaint is resolved, you will receive a written or electronic communication detailing the outcome. Should your complaint not be resolved within this 8 week timeframe, you will be sent a written or electronic response detailing the reasons for why we have been unable to resolve the problem within our given timescale. You will also receive a copy of the Financial Ombudsman Service’s information leaflet, providing further details of their service and how you can refer your complaint to them.
What’s next after the investigation?
If we conclude that redress is appropriate, you will receive fair compensation for any acts or omissions for which we are responsible, and we will comply promptly with an offer of redress which you may accept. Please note that the offer of redress will not always feature financial compensation. It could, for example, involve an apology, a repair of the financed vehicle involved, or an offer to rewrite a finance application. If financial compensation is deemed fair, this could include an element of interest, which will be calculated in accordance with the appropriate guidance.
Are there time limits for making a complaint?
There are time limits for registering a complaint with us. It is our right to decline an investigation of any complaints we receive later than 6 years following the date of the incident you wish to complain about, or (if later), more than 3 years after you first became (or reasonably ought to have become) aware of any cause for complaint. However, we are happy to consider any exceptional circumstances that you feel might have justifiably delayed raising your complaint within this time frame.
What if I’m unhappy with the outcome?
If, after receiving our Final Response, you are still unhappy with our findings, it may be possible to refer the matter for review by the Financial Ombudsman Service, and we will always inform you of your rights to do this.
Your complaint may be forwarded to the Financial Ombudsman Service in the case that you’re either:
- Not satisfied with the Final Response you have received.
- We’ve had over 8 weeks to consider your complaint but have not yet issued a Final Response.
Should you want the Financial Ombudsman Service to review your complaint, you must contact them within 6 months of the date of our Final Response letter. You may also need a copy of this to forward to them.
Please be aware that not all that we do is covered by the Financial Ombudsman Service, and should this be the case, they may not be able to assist you. However, we will inform you of this in our Final Response and where this is the case, you may still contact an Alternative Dispute Resolution service, who will be able to establish whether your case is eligible for them to review.
The Financial Ombudsman Service is a service specially designed to assist in dispute resolutions between consumers and financial service institutions. The service is free and impartial, and we have set out their details below: To contact by post:
The Financial Ombudsman Service
To reach by telephone: 0800 023 4567
To get in touch via email: firstname.lastname@example.org
We maintain complete records and, upon request, promise to always provide the Financial Ombudsman Service or the Financial Conduct Authority any details required of complaints handled by us.