If you wish to make a complaint, please contact us:
by writing to us at Complaints: Autostation (A96 Bypass), Main Road, Lhanbryde, IV30 8RY
by emailing: tw@autostationa96.co.uk
by telephoning: 01343 843388.
Your concern/complaint will be logged on the central system. An initial response will normally be made to you within 48 hours after the time that the concern is logged onto the system.
Our process for dealing with complaints received by us will differ depending on what the complaint is about.
1. Products regulated by the Financial Conduct Authority (FCA)
We will treat as an FCA product complaint (FCA Complaint) any oral or written or email 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, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
2. Non-FCA Regulated Products:
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.
Process for all complaints
Any complaints can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. We will aim to resolve your complaint in the quickest timescale possible.
You may raise or discuss your concern with us at any time. Process for general complaints
After the process above, if we are unable to resolve your complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.
Process for FCA complaints
In addition to the process above, our central review team will also review all FCA Complaints and we have a slightly more formal process as follows:
Any FCA Complaint that has not been resolved straight away will be recorded by us and we will send you an acknowledge of your concerns. We will keep you updated as we investigate your complaint and will inform along the way.
We will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint. If we cannot provide you with our response within eight weeks, we will write to you explaining why this is the case and indicate when a response will be sent to you. You will also be advised of your right to take the matter to the Financial Ombudsman Service should you be dissatisfied with the outcome of our investigation and our final response. If you are dis-satisfied with the outcome of your complaint, you have the right to contact the Financial Ombudsman Service “FOS” – www.financial-ombudsman.org.uk or call 0800 023 4567. You have 6 months to do so. However, please note that if your complaint relates to the DCA model, as per latest FCA communications, the timescale has been moved from 8 weeks to 37 weeks.
If you have any questions about this process, please feel free to contact us on the details above.
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