Telephone: 01245 420 262

Complaints Procedure

1. Purpose and Scope

Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Prestons Garages Ltd and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:
 

  • Our standards
  • How to complain
  • How to contact us
  • What to do if you remain dissatisfied


2. What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

3. Our Standards
 

  • We treat all complaints seriously, whatever format they are received in
  • You will be treated with courtesy at all times
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
  • We will keep you updated and let you know when we expect to be able to reply in full
  • Complaints received are logged and analysed for business improvement


4. How to complain

Complaints can be made and received in a variety of ways by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

5. What information is required when making a complaint?

Please provide the following:
 

  • Your name, and contact details
  • Vehicle registration, make and model, if applicable
  • Nature of the complaint
  • Dates and times, where known
  • Copies of any supporting documentation, if available


6. How to contact us?

Prestons Garage Ltd

Tel: 01245 420 262

Sales E-mail:   suzanne@prestons-ssangyong.co.uk

Service E-mail:  suzanne@prestons-ssangyong.co.uk


7. What to do if you remain dissatisfied?

If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Financial Ombudsman Service (FOS). This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Or alternatively, you can write to the FOS via:

Financial Ombudsman Service
Exchange Tower, London
E14 9SR
Email: 
complaint.info@financial-ombudsman.org.uk

8. Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.

9. Quality Controls

Complaints are analysed quarterly by the Compliance Department for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.

Prestons Garages Limited is authorised and regulated by the Financial Conduct Authority for consumer credit purposes (ref: 711183) and an Appointed Representative of AutoProtect (MBI) Ltd (ref: 312143) for insurance distributions purposes. Prestons Garages Limited are a credit intermediary which means we operate as a broker and not a lender. We work with a limited number of providers. Typically, lenders may pay a commission to us for introducing you to them, calculated as a percentage of the amount you borrow. Different lenders may pay different commissions for such introductions and may also provide financial support for our training and marketing. However, any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed.

If you are unhappy with our service and you wish to register a complaint, please contact us: In writing at Prestons Garages Ltd, 2-4 Lordship Road, Writtle, Chelmsford, Essex, CM13EH or by email at suzanne@prestons-ssangyong.co.uk providing your contact information and details of your complaint. We will answer any complaints as quickly as possible but always within eight weeks. If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Company Info: Prestons Garages Ltd, 2-4 Lordship Road, Writtle, Chelmsford, Essex, CM13EH