Complaints

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint, it is important to us that these are dealt with objectively, fairly, and within an acceptable time frame.

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

If you have a complaint about any aspect of our service, we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Online: www.sa15carsales.co.uk
Telephone: 01269 871596
By letter:
4a Station Road,
Pontyberem,
Llanelli,
Dyfed,
SA15 5LF

What information do we need?

To assist us in resolving your complaint efficiently, it would be helpful if you could provide the following information:

Your full name and preferred contact details
Full details of your complaint
Copies of relevant paperwork
What you expect us to do to put things right
Any other information that you think may be relevant

What we do if we receive a complaint

Any complaint, verbal or written, will be allocated to the most appropriate Complaints Handler. We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases, we will implement the following process:

Complaint Process

Your case reference will be your order/contract number
You will be given the name and title of the person handling your complaint
We will send you written acknowledgement within 3 working days of receiving your complaint
We will contact you if clarification is required
We will fully investigate your complaint internally and with third parties where relevant
You will be kept informed and updated regarding progress
We will discuss our findings and proposed response with you
Our aim is to send you our final written response within 10 working days, but no later than 8 weeks as required by the Financial Conduct Authority (FCA)

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint, having due regard to the Financial Conduct Authority’s direction:

Deal with complaints promptly and fairly
Give complainants clear replies and, where appropriate, fair redress

Eligibility

It is SA15 Car Sales’ policy to treat all complainants the same. However, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

Complaints made by, or on behalf of, an eligible complainant (essentially individuals and certain small businesses)
The complaint must relate to the provision of, or failure to provide, a financial service or a redress determination
The complainant must allege that they have suffered, or may suffer, financial loss, material distress, or material inconvenience

Final Response

Our final response will clearly set out the decision and the reasons for it. If any compensation is offered, a clear method of calculation will be shown.

Where appropriate, we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter, otherwise the right to use this service is lost
Indicate whether we consent to waive the relevant time limits

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days may be recorded and communicated differently. Where we consider a complaint to be resolved under this section, we will promptly send you a Summary Resolution Communication, which:

Refers to the fact that you have made a complaint and informs you that we now consider it resolved
Advises that if you are later dissatisfied, you may refer the complaint back to us or to the Financial Ombudsman Service
Indicates if we consent to waive the relevant time limits (where we have discretion)
Provides the relevant addresses of the Financial Ombudsman Service
Refers to the availability of further information on the Ombudsman’s website

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

If you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant, you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

Contact details:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free from most landlines) or 0300 123 9123 (cheaper from mobiles) or 020 7964 0500 (from abroad)
Email: [email protected]
Website: www.financial-ombudsman.org.uk