Finance Complaints

Finance Complaints
Here at Halesowen Autos Ltd customer satisfaction and quality service are paramount. However, we recognise that things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service.

This leaflet sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.

Our Commitment

We promise to:

Investigate your complaint thoroughly and, so far as within our control, promptly;
Keep you informed of progress
Do everything we reasonably can to help you.

How to Contact us should you have a complaint:

By post: Halesowen Autos Ltd, 1 Cross Street, Halesowen, West Midlands
By email: info@halesowenautos.co.uk
By phone: 0121 501 3840

When you contact us please tell us:

Your name and address (including email address if you are happy to communicate in that way); your vehicle registration number;
A phone number where we can contact you if we need to and any times you would prefer us to contact you;
A clear description of your complaint; and
What you would like us to do to put things right.
If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authority before we will be able to deal with them.

Complaints Procedures

If you wish to make a complaint, please contact us: * by writing to us at Halesowen Autos or by emailing info@halesowenautos.co.uk. We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint.
We will then investigate your complaint. We will then either: Invite you to a meeting to discuss your complaint. We shall do this within 14 days of sending you the acknowledgment letter. Following the telephone conversation/meeting we will write to you to confirm what took place and any solutions we have agreed with you; or send you a detailed written response to your complaint to include suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgment letter.
We will aim to have a full resolution within an 8wk deadline providing third party supplies are obtained within said timeline.
If you are still not reasonably satisfied with the response after following the above steps you must contact us again and we will arrange for a review of the decision. We will contact you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
After making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction, please contact the Financial Ombudsman Service (*FOS" -
www.financialombudsman.org.uk), Please note that FOS may not be able to deal with complaints from business customers. Further details about our complaints procedure and FOS are available on request


Independent Review of Your Complaint

The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial services firms. The Financial Ombudsman Service will be able to

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances

The Financial Ombudsman Service can only deal with your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are:

Address:
Financial Ombudsman Service, Exchange Tower Harbour Exchange, London, E14 9SR

Telephone: 0800 023 4567 (calls free on mobile phones and landlines)
0300 123 9123 (consumer helpline - calls cost no more than calls to 01 or 02 number) (18002) 0207 964 1000 (calls using next generation text relay)

+44 207 964 0500 (calls from outside the UK)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk


Dealer Point-of-sale Disclosure for Finance Complaints

What can you do if you wish to complain about our services or contact us?

If you wish to make a complaint, please contact us:

By writing to us at Complaints, 1 Cross Street, Halesowen, West Midlands, B63 4RT
By emailing info@halesowenautos.co.uk
By telephoning 0121 501 3840

More information about our complaints procedure is available on request.

If, after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction, please contact the Financial Ombudsman Service (“FOS” - www.financial- ombudsman.org.uk).

Please note that FOS may not be able to deal with complaints from business customers.

If you require further information, please contact us by telephoning the above number(s) or emailing us at info@halesowenautos.co.uk