Gowrings Mobility Group Limited Complaint’s handling policy
Gowrings Mobility Group Ltd is committed to providing products and services of the highest standard. 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 – we want to help you, our customer, to resolve your complaint as quickly as possible.
This policy covers:
- Our standards
- How to complain
- When to contact us
- How to contact us
- What to do if you remain dissatisfied
We promise to:
- Treat all complaints seriously regardless of the format.
- Investigate all complaints competently, diligently, and impartially.
- Treat you with courtesy and fairness at all times – without discrimination or prejudice.
- Communicate within a reasonable timeframe – An acknowledgement of your complaint will be sent to you within 5 working days.
- All complaints received will be dealt with confidentially and in accordance with the requirements of the UK General Data Protection Regulation.
What is a complaint?
For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
How to Complain
You can call us, email us or write to us, contact information is detailed below;
- By post: Daytona Drive, Thatcham, Berkshire RG19 4ZD
- By email: email@example.com
- By phone: 03456088020 (local charge applies).
When to 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 specific times you would prefer us to contact you.
- A clear description of your complaint including dates and times if known.
- Details of what you would like us to do to resolve your complaint.
- If appropriate, copies of any relevant supporting documentation.
If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authorisation before we will be able to deal with them.
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.
We will acknowledge your complaint in writing within five business days if we have not been able to resolve it sooner.
Your complaint will be referred to one of our complaint handlers, who will investigate the complaint promptly, thoroughly, and impartially.
If your complaint relates to a vehicle that has been supplied under a finance agreement, the finance company is likely to want to investigate the matter itself and will gather information from us to enable it to respond fully to your complaint.
We will write to tell you if the complaint has been forwarded to the finance company to deal with.
We (and/or the finance company) will aim to let you have a final response to your complaint within eight weeks of receipt but, if it remains unresolved after that time, you will be informed in writing why a final response has not been provided and when you should expect to receive it.
Rather than await a final response, you may be able to refer your complaint to the Financial Ombudsman Service at that point, so you will also be provided with details of the Financial Ombudsman Service together with an explanatory leaflet.
We have intentionally made our complaints handling procedure simple to follow, so that you should not have to seek any advice (for example, from a solicitor), so we (or the finance company) will not normally agree to meet any costs you incur for such advice, even if your complaint is upheld.
What to do if you remain dissatisfied?
We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to Financial Ombudsman Service.
Independent Review of Your Complaint
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).
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 tell you whether or not they can deal with your complaint.
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 (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
The Financial Ombudsman Service can only deal with your complaint if you have given us GowringsVera Mobility 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:
Financial Ombudsman Service
Address: Exchange Tower Harbour Exchange London E14 9SR
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)
Further information can be found here; www.financial-ombudsman.org.uk
*Please note that FOS may not be able to deal with complaints from business customers.
Complaints are analysed quarterly for the identification of systemic or recurring problems including the time taken to resolve the complaint. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.
Authorised and regulated by the FCA.
GowringsVersa Mobility FCA Register number is: 680836
Company Reg No: 1370355
More information about our complaints procedure is available on request.