Summit Garage (Dudley) Ltd aim to always provide a very high standard of service to each and every customer. Accordingly, we attach great importance to ensuring that all complaints are resolved as quickly and efficiently as possible to the complete satisfaction of any customer in line with the Financial Conduct Authority’s (FCA) principle of Treating Customers Fairly (TCF).
The following procedure explains how any complaint will be dealt with and what you are able to do in the event that you feel your complaint has not been resolved to your complete satisfaction.
If you have a complaint:
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing, the appropriate person will then aim to resolve your complaint as quickly as possible.
To help us investigate and resolve your complaint without delay, in the first instance, please contact the department or person that you dealt with and provide the following information:
- Your full name and contact details
- The full detail of your complaint
- The agreement number or reference
- What we can do to put things right
- Copies of all relevant paperwork and correspondence
Upon receiving all of the above listed information we will do our utmost to resolve your complaint immediately. However, sometimes this may not always be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of our progress and provide a final response in writing to include all findings and any action we are taking to resolve matters.
If you are a regulated consumer finance or contract hire customer and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service and must do so within six months of our final response.
When our final response is sent to you we will also include a copy of the Financial Ombudsman Service’s explanatory leaflet for reference.
If you have any questions or queries about our complaints handling procedure, please feel free to contact Summit Garage (Dudley) Ltd.
To register a complaint contact us by either:
Telephone: 01384 259555
or write to us at: Summit Garage (Dudley) Ltd, Himley Road, Lower Gornal, Dudley, DY3 2RA
Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk