If your complaint is about a service issue: When we receive a service complaint, we’ll aim to resolve it within 3 working days if we can. If we can’t agree an early resolution, your complaint will be escalated for further investigation via our formal complaints process. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
If your complaint is about a vehicle quality issue: When we receive a complaint about vehicle quality issues, we will notify the finance broker, and/or vehicle dealership as applicable to begin investigating the complaint. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
Timescales for complaint resolution: Your dedicated complaint officer will investigate your complaint fully and ideally write to you within 4 weeks to confirm their findings and a resolution. If at the 4 week point we need more time to further investigate your complaint, we will send you a holding letter confirming this. As soon as we’re confident after that point that we can give you a considered and unbiased decision, we will send you a final response letter. We will do this no later than 56 days (8 weeks) from when we received your complaint. If there are exceptional circumstances which mean we’ll need to continue investigating your complaint beyond the 8 weeks, we will confirm this in writing and you can refer to the Financial Ombudsman Service (FOS) at that stage if you need to.
We’ll write to you at each stage to acknowledge your complaint and confirm what is happening. We may contact you throughout the complaint investigation if we need to, to ask you to provide further information or to provide an update.
If you need to contact us at any stage for an update, or to provide us with more information or evidence which will help us to more fully investigate and respond to your concerns, please get in touch with your dedicated complaint officer using any of the following contact methods: Email – firstname.lastname@example.org, Phone – 0330 555 1230, or Write to us at – Athena House, Bedford Road, Petersfield, Hampshire, GU32 3LJ.
For more information about how our complaint process and timescales work, please view our ‘Feedback and Complaints’ page.