Complaints Handling Policy | Vehicle Resolutions Ltd

Complaints Handling Policy

The Financial Conduct Authority requires the Firm to operate a complaint handling policy that enables the effective identification, investigation and resolution of customer complaints.

Principle 12 of the FCA’s Principles for Businesses requires the Firm to provide a customer with a good outcome. Part of the Firm’s commitment to treating customers fairly and providing customers with a good outcome is to ensure that customers do not experience any post-sale barriers such as experiencing difficulties in lodging complaints.

Definition

The FCA define a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of the Firm or any other organisation that the Firm has some connection to in marketing or providing financial services or products.

In other words, a complaint is any expression of dissatisfaction about the provision of the Firm’s claims management activities, whether justified or not.

We strive to ensure that there should be no reason for customers to have any cause for complaint in relation to the service we provide. In the unlikely event that customers wish to raise a complaint or have any other concerns with regard to any service we have provided they may submit a complaint which we will endeavour to resolve at the earliest opportunity.

Submitting a complaint

Complaints may be made in writing, by email, by telephone or in any other form in respect of a claims management service that we have provided. Customers making a complaint should use the following contact details:

Telephone: 0141 483 8699

Address: Vehicle Resolutions Ltd, 4 Woodside Place, Glasgow, G3 7QF

Email: datacontroller@vehicleresolutions.co.uk

The following complaints procedure is made available to every customer upon request, will be supplied upon receipt of a complaint and is published on the Firm’s website.

We will always attempt to resolve complaints as quickly as possible. We will aim to do this by close of business on the third working day following receipt of a complaint. If we are able to agree a resolution within this time frame, we will follow up by letter or email, to confirm this and explain the next steps. If the resolution is accepted, this will conclude the complaint. Should a further (or new) complaint arise from the same customer, or in the event that we are unable to resolve the complaint within three business days, it will be logged and dealt with as follows:

Acknowledgement

Where we need more time to resolve a complaint, or a formal written complaint is received, we will send a written or electronic acknowledgement to the customer within five business days, outlining our understanding of the complaint points and identifying the individual handling the complaint.

Wherever possible that individual will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

Third Party Complaints

If your complaint solely relates to a third party such as a solicitor, we will forward your complaint to the third party that we believe is solely responsible for your complaint. We will send you an acknowledgment letter within 5 working days to inform you of this which will include the third parties’ details and their complaints handling procedure and how they will address your complaint. If we are jointly responsible with a third party for the complaint, we will issue you an acknowledgment within 5 working days and inform you of how we will investigate your complaint and the timescales of which we have to address your complaint.

Complaints investigation

We will endeavour to issue a final written response at the earliest opportunity to the complaint and within eight weeks of initial receipt.

The Firm’s ‘final response’, being a written response from the respondent which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action (appropriate redress will not always involve financial redress); or

(b) offers redress or remedial action without accepting the complaint; or

and which:

(d) Informs the complainant that if they are not satisfied with our response they may refer their complaint to the Claims Management Ombudsman by letter, email or telephone and which:

(i)Encloses a copy of the Financial Ombudsman standard explanatory leaflet;

(ii) Provides the website address of the Financial Ombudsman Service

(iii) Indicates that we waive the relevant time limits (where relevant)

If a complaint is not resolved after eight weeks, we will explain in writing why we are not in a position to make a final response and indicate when we expect to be able to provide a final response. You have the right to refer to the matter to the Claims Management Ombudsman at this point, full contact details will be provided to you. In either case you must refer your complaint to the Claims Management Ombudsman within six months of the date of our letter.

Appeal

The Claims Management Ombudsman (CMO) is part of the Financial Ombudsman Service. They can help to resolve complaints between claims management firms and consumers in a fair and impartial way. They may investigate complaints up to six years from the date of the problem happening or within three years of the complainant becoming aware of the problem. We will fully co-operate with the Claims Management Ombudsman should you choose to refer your complaint to them.

Complaints to the Claims Management Ombudsman must be submitted within six months of our final response to the complaint.

Their contact details are:

Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: www.cmc.financial-ombudsman.org.uk