Complaints Procedure
Our Commitment to You
Our aim is always to provide an exceptionally high level of service to all of our customers. However, if you feel that we have fallen short, we want to hear from you.
We take all complaints seriously and are committed to handling them objectively, fairly, and within a reasonable timeframe. This procedure explains how we deal with complaints, what you can expect from us, and what to do if you are not satisfied with our response.
How to Make a Complaint
To help us investigate and resolve your complaint as quickly as possible, you can contact us by phone or in writing:
By telephone: 01942 926 130
By letter:
Parbold Prestige
3 Station Road
Wigan
WN8 7NU
Your complaint will be passed to the most appropriate person to deal with it as quickly as possible.
Information We Need From You
To help us resolve your complaint efficiently, please provide:
- Your full name and preferred contact details
- Your order number or vehicle registration number
- Full details of your complaint
- Copies of any relevant paperwork
- Photographic evidence of any damage or defects (where applicable)
- What you would like us to do to put things right
- Any other information you think may be relevant
What Happens When We Receive a Complaint
Any complaint, whether verbal or written, will be allocated to the most appropriate Complaints Handler. We will always try to resolve your complaint immediately, but this may not always be possible.
In all cases, we will:
- Use your order/contract number as your case reference
- Tell you the name and title of the person handling your complaint
- Send you written acknowledgement within 3 working days of receiving your complaint
- Contact you if we need any clarification
- Fully investigate your complaint (including third parties where relevant)
- Keep you informed of progress
- Discuss our findings and proposed resolution with you
- Aim to send our final written response within 10 working days, and no later than 8 weeks (as required by the Financial Conduct Authority)
Investigation
The Customer Resolutions Department will work with the relevant managers to establish the nature and scope of your complaint in line with FCA guidance. We will:
- Deal with complaints promptly and fairly
- Provide clear responses and, where appropriate, fair redress
Eligibility and FCA Rules
Some complaints fall within the scope of the Financial Conduct Authority (FCA) rules and the jurisdiction of the Financial Ombudsman Service.
An eligible complaint is one that:
- Is made by an individual or certain small businesses
- Relates to the provision (or failure to provide) a financial service
- Alleges financial loss, material distress, or material inconvenience
Final Response
Our final response will clearly explain:
- Our decision and the reasons for it
- Any compensation offered and how it has been calculated
Where applicable, we will also include details of the Financial Ombudsman Service and:
- Explain that you must refer the matter to the Ombudsman within six months of the date of the letter or you may lose this right
- Indicate whether we consent to waive any relevant time limits
Complaints Resolved Within 3 Business Days
If we resolve your complaint to your satisfaction within 3 business days, we will send you a Summary Resolution Communication confirming:
- That you made a complaint and that it has been resolved
- That you can refer the complaint back to us or to the Financial Ombudsman Service if you later become dissatisfied
- Whether we consent to waive any relevant time limits
- The contact details of the Financial Ombudsman Service
- Information about the Ombudsman’s website
Closing a Complaint
We will consider your complaint closed once we have issued our final response. This does not affect your right to refer the matter to the Financial Ombudsman Service.
If You Are Not Happy With Our Decision
If you have a regulated consumer credit agreement arranged by us and are not satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service.
You must do this within six months of our final response. We will include the Ombudsman’s leaflet with our final response letter.
We will fully cooperate with the Ombudsman and agree to be bound by their decision.
Financial Ombudsman Service Contact Details
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
- 0800 023 4567 (free from most landlines)
- 0300 123 9123 (cheaper from mobiles)
- +44 20 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
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