Our Complaints Policy
We undertake to provide the highest standard of service, whilst acting responsibly at all times. If, however, in the unlikely event that you do have a complaint regarding the credit broking service we provide you with then please let us know in person, in writing, by phone, or email and we will seek to resolve your complaint promptly.
If you are not satisfied with our response you may wish to take your complaint to the Financial Ombudsman Service. In order to contact the Financial Ombudsman Service, you should contact them as follows:
Write to them at Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
For further information regarding our complaints process please see below:
Informal Complaints - Any issues that are resolved quickly and are outside of the FCA jurisdiction
If you have a concern or issue regarding an aspect of your lease, whether this be with the vehicle, finance agreement or delivery time-scale, your first point of contact will be a member of our customer service team. Our entire team receive full industry training and are empowered to be able to resolve any issues in an efficient and satisfactory manner.
We define an informal complaint as one that is both resolved quickly and is outside of the FCA jurisdiction. It is important to note that these complaints are not eligible for escalation to the financial ombudsman service.
If concerns cannot be satisfactorily resolved informally, we will follow our formal complaints procedure including investigation via our designated complaints handler.
As a firm we are committed to treating our customers fairly and we will seek to respond to all complaints received promptly and fairly. In order to ensure that complaints are fairly, consistently and promptly dealt with, our designated complaints handler must be consulted in all cases, and any proposed course of action or correspondence signed off by them. The complaints handler will be responsible for ensuring that any complaint is properly investigated and that the required timetable set by the FCA rules is adhered to.
In the event that a customer wishes to make a complaint, this can be made verbally, by telephone or in person, or via a written communication delivered in person, via post or e-mail.
Our Process & Time-scale
- Investigation of the complaint
Investigation must be done by either the Director or designated complaints handler of the company. We will investigate a complaint and ensure we understand fully the complaint that has been made. Once a complaint has been received by a respondent, we will:
(1) investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;
(2) assess fairly, consistently and promptly:
(a) the subject matter of the complaint;
(b) whether the complaint should be upheld;
(c) what remedial action or redress (or both) may be appropriate;
(d) if appropriate, whether it has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint; taking into account all relevant factors;
(3) offer redress or remedial action when it decides this is appropriate;
(4) explain to the complainant promptly and, in a way that is fair, clear and not misleading, its assessment of the complaint, its decision on it, and any offer of remedial action or redress; and
(5) comply promptly with any offer of remedial action or redress accepted by the complainant.
2. After 4 weeks
If a complaint has not been resolved within 4 weeks of being received, unless you have already indicated in writing acceptance of a response by ourselves (provided that the response informed the customer how to pursue his complaint if he remained dissatisfied), and in the event that a final response has not been issued, a holding response will be sent to you explaining why the company is not yet in a position to resolve your complaint and indicating when will make further contact (which will be within 8 weeks of receipt of the complaint).
3. Final response
A Final Response must be made within 8 weeks of receiving the complaint. This response sets out the final view of the company on the complaint, dealing directly with the issues you have raised. It will summarise the complaint and summarise the outcome of the investigation. Our written final response will either:
• Accept the complaint and offer appropriate redress. We must include a clear explanation of how we have arrived at this offer.
• Reject the complaint giving the reasons behind this decision.
• A combination of a) and b)
You will have 8 weeks to respond to our final response until we consider the complaint closed.
When your complaint has been resolved, a final response will be issued to you from ourselves. Our final response is a written response which accepts the complaint and, if appropriate, offers redress (appropriate redress may not involve financial redress, it may, for example, simply involve an apology); or offers redress without accepting the complaint or rejects the complaint and gives reasons for doing so,
If you remain dissatisfied with our response, you can refer your complaint to the Financial Ombudsman Service (FOS) if you wish to do so. Please note, you must refer your complaint within 6 months from the date of our final response.
The address for the Financial Ombudsman Service (FOS) is as follows:
The Financial Ombudsman Service
Email - firstname.lastname@example.org
Telephone - 01905 691066
Address - Iuvo Automotive Group, 50 Frome Court, Bartestree, Hereford, HR1 4DX