Complaints Procedure

Introduction

At Lichfield Street Motor Cars Ltd, we are committed to delivering exceptional customer service. We recognise that, on occasion, customers may not be completely satisfied with our vehicle finance products or services. When this occurs, we treat all complaints with utmost seriousness and work diligently to resolve them in a prompt, fair, and effective manner. This complaints policy details our approach to managing and resolving customer complaints and ensures that we adhere to the Financial Conduct Authority's (FCA) consumer duty standards.

This policy covers all complaints received from customers about our vehicle finance products or services. It applies to both individual and business customers, providing a comprehensive framework for complaint resolution.

What is a Complaint?

We follow the FCA's definition of a complaint:

'Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.'

Our Complaint Handling Principles

We are guided by the following principles throughout our complaint handling process:

• Fairness, Impartiality, and Respect: Every customer is treated with fairness, impartiality, and respect during the complaint resolution process.
• Accessibility and Clarity: Our complaints procedure is accessible, straightforward, and available in various formats if needed, catering to our customers' diverse requirements.
• Responsiveness and Updates: We promptly acknowledge complaints and keep customers updated about the progress and ongoing actions regarding their complaint.
• Transparency and Communication: We provide open and transparent communication, offering clear explanations and updates throughout the investigation and resolution stages.
• Ownership and Resolution: We take responsibility for complaints and aim to resolve them quickly and to the full satisfaction of the customer.

Submitting a Complaint

Customers can submit complaints using the following methods:

• Face to Face: In-person complaints can be registered at the dealership.
• Written Complaints: Complaints may be submitted by email or post to our designated complaints contact.
• Verbal Complaints: Customers can call our customer service helpline, where staff will assist in documenting and resolving the complaint.

To submit a complaint about any aspect of our service, please use the following contact details:

• Telephone: 01827 63346
• Email: [email protected]
• By Post or in person: Lichfield Street Motor Cars Ltd, The Showroom, 90 Lichfield Street, Tamworth, B79 7QF.

We are committed to accepting complaints from customers by any reasonable method. For example, if a customer chooses to lodge a complaint by text message, it will be referred to the appropriate person for review and response.

Complaint Handling Process

Once a complaint is received, we follow this process:

1. Acknowledgement: We acknowledge receipt of the complaint within 48 hours.
2. Investigation: A thorough and impartial investigation is conducted, which may include gathering relevant information, reviewing documents, and consulting other involved parties.
3. Summary Resolution: We aim to resolve complaints swiftly. If a resolution is possible within 3 business days, a summary resolution is provided. If the customer is dissatisfied, they may contact the Financial Ombudsman Service. The customer must do so within 6 months of our summary resolution, although we may waive this limit in exceptional circumstances outside the customer's control. For cases requiring more time, regular progress updates and an estimated resolution timeframe (up to 8 weeks) will be provided.
4. Communication: We maintain regular (at least every 2 weeks) and clear communication throughout the process, keeping the customer informed of progress and any actions taken.
5. Final Response: Our maximum timeframe for providing a final response is 8 weeks. After completing the investigation, we send a written final response outlining the outcome, remedial actions, and any compensation offered. If the customer is not satisfied, they will be advised to contact the Financial Ombudsman Service within 6 months, with potential waivers for exceptional circumstances.
6. Holding Letter: If resolution is not possible within 8 weeks, we provide a written explanation for the delay, update the customer on progress, and advise them of their right to refer the complaint to the Financial Ombudsman Service, with contact details provided.
7. Time Barring: Complaints received outside the referral time limits for the Financial Ombudsman Service may be rejected without consideration of their merits. This will be explained in our final response.

We fully cooperate with the Financial Ombudsman Service throughout their process.

Financial Ombudsman Service

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567

Address: Exchange Tower, Harbour Exchange, London, E14 9SR