The steps we take to handle complaints
Our Commitment to You
At our organisation, our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, and mistakes can happen. When they do, we will try to put things right as quickly as possible.
This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a Complaint
We define a complaint as any expression of dissatisfaction, whether oral, or written and whether justified or not.
Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.
To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the finance product purchased at an early stage.
You can notify us of your complaint through the following channels.:
By post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
By Telephone: 01452671560
e-mail: complaints@automotive-compliance.co.uk
You can notify us of your complaint through the following channels:
By Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
Telephone: 01452 671560
Email: complaints@automotive-compliance.co.uk
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once your complaint is received, it will be investigated and dealt with in the following way:
We will write to you promptly to confirm receipt of your concerns.
We will provide you with regular communication throughout the complaint investigation.
In the unlikely event that your complaint has not been resolved at an earlier stage, a Complaint Handler will complete a review and write to you with a final response within 56 days of receiving your initial complaint.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsmen Service (FOS) within six months of your final response. However, you will need to check that your complaint falls within its terms of reference.
The FOS is there to act as an impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting:
The Financial Ombudsmen Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4 567
Switchboard 020 7964 1000
From outside of the UK +44 20 7964 1000
