Complaints Procedure
What is Fleetsauce Ltd complaints policy?
Complaints Policy
What is Fleetsauce Ltd complaints policy?
Fleetsauce Ltd, aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
What does Fleetsauce Ltd class as a complaint?
As per the Financial Conduct Authority a complaint is defined as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer): financial loss; material distress; or material inconvenience.
Who does this Complaints Policy apply to?
Fleetsauce Ltd will investigate all complaints received fairly, consistently and promptly. However, certain complaints may fall within the jurisdiction of the Financial Ombudsman Service (“FOS”) whilst others may not.
Under FCA DISP rules, an eligible complainant may include:
A private individual / consumer
A sole trader or self-employed customer
A micro-enterprise (a business employing fewer than 10 persons and with an annual turnover or balance sheet below £2 million)
A small charity with an annual income of less than £6.5 million
A small trust with a net asset value of less than £5 million
Partnerships with four partners or fewer
For a complaint to be considered eligible, it must generally:
Relate to a regulated activity or service provided by Fleetsauce Ltd
Be raised by or on behalf of an eligible complainant
Be reported within:
Six years of the event being complained about; or
Three years from when the complainant became aware (or ought reasonably to have become aware) that they had cause for complaint
Where a complaint falls outside the Financial Ombudsman Service jurisdiction, Fleetsauce Ltd will still review the concerns raised and attempt to resolve the matter fairly and reasonably wherever possible.
Fleetsauce Ltd may request additional information or authority where a complaint is submitted by a third party acting on behalf of a customer, such as a solicitor, family member, power of attorney or claims management company.
What should you do if you have a complaint?
If you have a complaint about any aspect of our service, then we would like to hear from you.
How do I get in touch with Fleetsauce Ltd?
Phone : 01978 668908
Email : [email protected]
Post : Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham.LL13 9UH
What happens when I make a complaint?
We will try to resolve your complaint immediately or within 3 days.
In the unlikely event that we are not able to resolve your complaint within 3 working days, we will keep you informed of the progress of our investigations.
During the investigations the Customer Service Team Member will review all correspondence which includes but not limited to emails, calls, social media messages & marketing material, and they will discuss the complaint with all parties involved (Account Manager, Customer Support Team, Deal, Funder etc)
After the investigation the Customer Support Team will email you
- Summary of complaint
- Investigation undertaken
- Our resolution
If you agree to the resolution, you will then receive a final response.
If you don’t agree to the resolution, it will be escalated and reviewed by the management team.
Their resolution will be a final response.
A final response will outline our findings, our resolution, and details on how to escalate further.
The FCA maximum time limit for a Final Response is 8 weeks from the date of complaint
What happens if I don’t agree with the Final Response?
Ø If you have a regulated contract with us and are not satisfied with our final response, you may entitled to refer it to Financial Ombudsman Service.
How do I get in touch with the Financial Ombudsman Service?
Phone: 0800 023 4567 - The phones lines are open between 8am and 5pm, Monday to Friday.
At times, you might need to wait to speak to someone.
Ø You may also be able to benefit from BVRLA ADRS (Alternative Dispute Resolution Service)
if:
Your complaint relates to a BVRLA member
AND
Your transaction took place in the UK
AND
You have fully exhausted the member's own internal complaints procedure and received their final written decision. You need to contact us within 12 months of the member’s final response to your
How do I get in touch with the BVRLA’s ADR service?
Email: [email protected]
Post: Conciliation Service
BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire. HP7 0DD
If you have any questions in relation to our Complaints Policy, please email [email protected]
What our customers say...
The personal service we got from Clare was amazing!
Great Staff, Artur who did the deal and Caitlin who looked after us later. Both were excellent.
Great communication , no problems with delivery. right down to the very nice guy from AIC Rory who delivered the Vehicle. thank you once again.
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