Complaints Procedure

We’re committed to providing you with the best possible products and services. But in the unfortunate circumstance that you have a complaint; please get in touch with us straight away in any of the following ways:

By post:
Bizcar
88B Northop Road
Flint
Flintshire
CH6 5LH

By phone: 07834 372389

Bizcar Customer Complaints Code of Practice.

Our Customer Complaints Code of Practice sets out our processes for resolving complaints and our complaints handling process.

What can you expect after you have registered your complaint?

Where we receive a complaint from you, our Customer Care Team will investigate your complaint competently, diligently and impartially.

We’ll fairly, consistently and promptly assess:

  • The nature of your complaint.
  • Whether any third party is involved in the complaint (such as the business that sold your vehicle or a lender).
  • How we should resolve the complaint.
  • Whether the complaint should be upheld and whether any redress should be paid to you.

When considering complaints, we’ll take into account all of the available evidence – as well as the circumstances of your particular complaint. We’ll also take into account any guidance published by the Financial Ombudsman Service (‘the Ombudsman’), as well as any relevant laws or regulation.

How will we resolve your complaint?

Upon receiving your complaint we’ll acknowledge receipt within three working days and send you a written or electronic communication to inform you of how we plan to investigate it, including a copy of our complaints handling procedure for your reference.

During the course of our investigation we may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly and thoroughly we ask that you help as much as possible with our assessment and your prompt attention would be gratefully appreciated.

We’ll keep in touch while we’re looking into your complaint and we’ll be happy to answer any queries you may have about how we’re progressing.

If the complaint isn’t resolved after a period of 8 weeks we’ll send you a written or electronic response with either our Final Response or to explain why we’ve not been able to complete our investigation.

If we haven’t been able to finalise our investigation within 8 weeks, we’ll also give you an indication of when we expect to be able to provide you with a Final Response. You’ll also receive a copy of the Ombudsman’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.

What can you do if you are unhappy with our response?

Should you remain unhappy with our findings, having received our Final Response, you may be able to refer the matter to the Ombudsman for review and we’ll advise you of your rights to this.

You can refer your complaint to the Ombudsman if you’ve either:

  • Received a Final Response with which you’re dissatisfied; or
  • We’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response.

If you do want the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our Final Response letter – a copy of which they may ask you to send to them.

Because some of what we do isn’t covered by the Ombudsman, it’s possible that they may not be able to assist you. We will, however, inform you in our final response if we think this is likely to be the case and you’ll still be able to contact the Ombudsman who’ll make their own decision on whether your case is eligible for them to look in to.

The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

By post:

The Financial Ombudsman Service 
Exchange Tower 
London 
E14 9SR

By telephone: 0800 023 4 567 or 0300 123 9 123

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk.

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