COMPLAINTS PROCEDURE – MPH Automotive Centres Ltd
(Trading as Fort Used Car Centre)
Dispute Resolution: DISP 1: Treating customers fairly
Complaints received by letter
All complaints received by letter should be forwarded to the Complaints Officer, Marie Hughes for a written response.
Complaints received by email
All complaints received by email should be forwarded to the Complaints Officer, Marie Hughes by email and flagged as high importance.
Complaints received by telephone
All complaints received by telephone should be handled with courtesy. If there is any doubt if the call is a complaint the customer should be asked if they wish their call to be logged as a complaint. Details should then be forwarded to the Complaints Officer, Marie Hughes.
All complaints are recorded on our Complaints Log.
On receipt of a complaint the complainant will be sent a prompt written acknowledgement (within 5 days of receipt), providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed thereafter of the progress of the measures being taken for the complaint’s resolution.
We will then conduct a full investigation of the complainants concerns. We may call the complainant for further details. We will aim to send the complainant a written statement providing the findings within 4 weeks of date of receipt of complaint.
If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. The Complaints Officer, Marie Hughes will provide a final response within 8 weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the response.
Where complaints are resolved by close of the third business day, a summary resolution communication will be sent promptly to the complainant.
Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported back to the complainant by means of a final response and the complainant’s response retained. We will keep a record of the complaint for 3 years.
If the complainant has Finance arranged through MPH Automotive Centres Limited, the final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS’s standard explanatory leaflet so that in the event that the complainant is unsatisfied with the resolution of the complaint he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us if the vehicle was purchased on finance.
For further information on the FOS please see: http://www.financialombudsman.org.uk/
The Financial Ombudsman Service
Note: The Ombudsman will not consider a case which has not first been referred to the Firm in the first instance.
If the vehicle was not purchased via means of finance and the complainant is unsatisfied with the resolution of the complaint then the complainant can contact the National Conciliation Service, details below and details will be provided in the final response letter.
National Conciliation Service
PO Box 6562
All complaints, whether considered significant or minor, will be reported to the Complaints Manager, Marie Hughes and logged using the Complaints Log. The record will detail the Firm’s response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.