Complaints Handling Procedure
1. Purpose
This policy sets out how ACS Car Sales LTD T/A Motor Gurus handles customer complaints in compliance with FCA rules and the principles of Treating Customers Fairly. It ensures a consistent, fair, and timely approach to resolving customer concerns.
2. Definition of a Complaint
As defined by the FCA, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or redress determination.
3. How Complaints Can Be Made
Customers can make a complaint via:
· - In person at our dealership
· - Telephone: 0114 6977130
· - Email: [email protected]
· - Post: 268 Handworth Road, Handsworth, Sheffield, Yorkshire, S13 9BX
4. Complaints Handling Process
Upon receiving a complaint, we will:
1. Acknowledge receipt of the complaint promptly (within 5 business days).
2. Investigate the complaint thoroughly and fairly.
3. Keep the customer informed of progress.
4. Aim to resolve the complaint within 8 weeks.
5. Final Response
Once the investigation is complete, we will issue a Final Response letter, which includes our findings, decision, and any redress being offered. If the complaint is not resolved within 8 weeks, we will write to the customer explaining the delay and informing them of their right to refer the matter to the Financial Ombudsman Service (FOS).
6. Financial Ombudsman Service (FOS)
If a customer is dissatisfied with our response or if the complaint remains unresolved after 8 weeks, they may refer their complaint to the FOS:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 / 0300 123 9123
Email: [email protected]
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
7. Record Keeping
All complaints and the steps taken to resolve them will be documented and stored for a minimum of 3 years. This includes complaint details, investigation notes, correspondence, and final outcome.
8. Monitoring and Review
Complaints will be reviewed regularly to identify root causes and trends. This process helps us improve our services and ensure continued compliance with FCA requirements.