We take all customers views and concerns and complaints seriously.
Our process for dealing with complaints received by us will differ depending on what the complaint is about.
1. Products regulated by the Financial Conduct Authority (FCA)
We will treat as an FCA product complaint (FCA Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. This includes complaints made to our dealerships or to our central head office team.
2. Goods and non-financial services
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.
Process for all complaints
Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. Whether you have contacted the dealership or department that you have been dealing with direct, or whether you have contacted our central head office team on: 01902 714503, in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern.
You may raise or discuss your concern with our head office team at any stage.
Process for general complaints
After the process above, if we are unable to resolve your complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.
Process for FCA Complaints
In addition to the process above, you can contact by post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD By Telephone: 01452671560 e-mail: email@example.com
- Promptly following receipt of your complaint
Any FCA Complaint that has not been resolved straight away will be recorded by our central compliance officer and we will send you a letter to acknowledge your concerns.
- Within eight weeks from receipt
We will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint 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 www.financial-ombudsman.org.uk