COMPLAINT HANDLING POLICY
Policy Statement
AWB Motor Co Ltd and AWB Motor Company Denton Ltd's view is that every complaint is an opportunity to improve an outcome and turn an unhappy customer into a satisfied long-term client. Customers should have confidence that if something goes wrong during the sales or after sale process, the company will treat their complaint seriously and take the appropriate and fair action to resolve the complaint. Where complaints are upheld, appropriate action will be taken to ensure the customer's position is corrected and any material cost rectified. Where a complaint is rejected, we will take all appropriate action to ensure the customer is informed on the result of the investigation and receives clarity on the rejection decision.
Purpose and Scope
While we aim to achieve a high level of service, this policy is designed to provide guidance on the way in which AWB Motor Co Ltd and AWB Motor Company Denton Ltd 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 unsatisfied
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 believes that a more substantive review will be required to respond to the issue raised, your compliant will be considered under the formal complaint procedure.
Our Standards
- We treat all complaints seriously whatever format they are 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
How to complain
Complaints can be made and received in a variety of ways; by phone, email or letter, but where possible companies should be made in writing, so that the details of the complaint are clear and complete.
What information is required when making a complaint?
Please provide the following:
- Your name and Contact Details
- If applicable, the vehicle registration number and make & model
- Nature of the complaint
- Dates and times, where known
- Copies of any supporting documentation, if available
How to contact us
AWB Motor Co Ltd
193 King Street
Dukinfield
Cheshire
SK16 4TH
Tel: 0161 343 7733
Email: [email protected]
AWB Motor Company Denton LTD
84-86 Hyde Road
Denton
Manchester
M34 3AG
Tel: 0161 336 5588
Email: [email protected]
What to do if you remain dissatisfied?
We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and it has not been resolved to your satisfaction within 8 weeks, you have the right to refer your case to the financial ombudsman service (FOS).
We are required to notify of changes to time limits with reference to discretionary commission arrangements (DCA). These are:
- Pause for 37 weeks the requirement on firms to provide a final response to a DCA complaint within 8 weeks of receiving it, and the corresponding right that complaints have to refer their complaint for consideration by the Financial Ombudsman;
- Extend the limit for complainant to refer complaints about DCAs to the Financial Ombudsman from 6 to 15 months
To contact the FOS, please call: 0300 123 9123.
Or alternatively you can write to the FOS via:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: [email protected]
Data Protection
All complaints received are treated with confidentiality and in accordance with the requirements of the data protection act 2018.
Quality controls
Complaints are analysed quarterly by the compliance department for the identification of systematic 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.
Authorised and regulated by the FCA.
AWB Motor Co Ltd FCA Registration Number is 659928.
AWB Motor Co Ltd Company Registration Number is 4636409.
AWB Motor Company Denton Ltd FCA Registration number is: 767510.
AWB Motor Company Denton Ltd Company Registration number is: 10486700.
