1. Purpose
  1. Definition
    As per FCA material, they define a complaint as the following -
    'Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.'
  2. Customer Complaints Procedure
    'Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it's important to us that this is dealt with objectively, fairly and as quickly as we are able to.

    The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.

    If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know -

    E: sales@gateacremotors.co.uk
    T: 0151 428 5900
    P: Unit 18 Thurne Way, Gateacre, Liverpool, Merseyside, L25 4SQ

    We kindly ask, so we can look into your complaint as quickly as possible. You include as much detail as you can, however if we are missing anything we will be in touch. We will aim to come back to you within 48 working hours of receiving your complaint.

    If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.

    In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.

    B: www.financial-ombudsman.org.uk
    T: 0800 023 4567
    P: Exchange Tower, Harbour Exchange, London, E14 9SR

  3. Processes and Responsibilities

    1. Record Keeping
      1. As per DISP 1.9 and to ensure that we handle our complaints efficiently and effectively, any correspondence or notes from phone communication will be documented on our Autoconvert system.
      2. This will allow the complaints handler to review the whole complaint and refer back to any point in the investigation if they are required to do so.
      3. Any documentation received regarding the complaint will also be uploaded to the application.
      4. All records of complaints will be kept as per our retention periods, only employees that require access to customer complaint notes will be granted this information.
      5. We aim to resolve all complaints as soon as possible to minimise the number of open complaints (DISP1.4.3).
    2. Training
      1. Staff will receive complaints training within their initial induction and at least once a year.
      2. Training will ensure our team understands the processes that we have in place and the regulatory importance of following these processes.
      3. At any time, staff have the opportunity to request further training on any aspect of our business.
    3. Treating Customers Fairly (TCF)
      1. As a company, we ensure that we follow all regulatory guidelines, including treating customers fairly.
      2. When it comes to complaints, we guarantee that our customers will not face any post sale barriers.
      3. Our staff are aware that they need to assist customers as much as possible when they wish to make a complaint, and they should not receive a different service to any other customer.
      4. As per DISP 1.3.2 customers are made aware they can make a complaint verbally or in writing and these contact details are provided in our complaint's procedure for ease for the customer.
      5. We will ensure that our complaints procedure is in a clear location so our consumers can access it with ease. To ensure we are in compliance with DISP 1.2, our complaints procedure is clearly listed on our website and a copy will be sent via email.
      6. Specifically, to meet DISP 1.2, our complaints procedure will also detail contact details for the FOS.
      7. Customers will have their expectations managed, and staff will explain the complaints process so a customer can understand the next steps.
      8. As per DISP 1.4.1, we will thoroughly investigate any complaint competently, diligently and impartially, ensuring that any evidence obtained is saved to the customers application for record.
      9. In line with 1.4.2 all factors of the customer journey and outcome will be considered in our investigations.
      10. We will keep in constant communication with all parties, including our finance partners, ensuring we keep in touch at least once a week whilst investigations are taking place.
      11. We will assess fairly, consistently, and promptly 

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First Response