Complaints Policy and Procedure

Purpose

Definition

As per FCA material, they define a complaint as the following -

'Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.'

Customer Complaints Procedure

'Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it's important to us that this is dealt with objectively, fairly and as quickly as we are able to.

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

If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know -

E: 01773 512806
T: sales@broker4cars.co.uk
P: GA Finance & Leasing Ltd, 29a Grosvenor Road, Ripley, Derbyshire, DE5 3JE.

We kindly ask, so we can look into your complaint as quickly as possible, you include as much detail as you can, however if we are missing anything we will be in touch. We will aim to come back to you within 48 working hours of receiving your complaint.

If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.

In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.

W: www.financial-ombudsman.org.uk
T: 0800 023 4567
P: Exchange Tower, Harbour Exchange, London, E14 9SR'

Processes and Responsibilities

Monitoring and Compliance

It is extremely important that this policy is complied with to protect our consumers As a company we will ensure that we keep up to date with regulatory and legal requirements, and that our processes and policies are updated accordingly to meet regulation (DISP, CONC, TCF)

We may conduct root analysis on our complaints to identify any patterns that may potentially form, therefore limiting risk to our consumers.

All complaint information will be reported within our GABRIEL. In the event a complaint identifies an area of concern within our procedure, this will be assessed and rectified where applicable.

Review

This policy will be reviewed on at least an annual basis with any updates will be reissued on this policy.

All policy changes are approved by directors.

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