‘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
By email: firstname.lastname@example.org
We ask that when informing us of your complaint that you include as much detail as possible to assist us in our initial investigation.
Our Customer Complaints Code of Practice sets out our processes for resolving complaints
What can you expect after you have registered your complaint?
Where we receive a complaint from you, a nominated member of our staff will investigate your complaint competently, diligently and impartially. We will 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’, ‘FOS’), 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 additional 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.
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. 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. 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 Website: www.financial-ombudsman.org.uk.’