If you have a complaint 

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 then
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 at [email protected] 

By telephone on   07793203266

By letter to Car Concierge UK Ltd

2-4 Packhorse Road, Gerrards Cross, Buckinghamshire, United
Kingdom, SL9 7QE

What information do we need to address your complaint? 

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

  

1. Your full name and preferred contact details 

1. Your reference number 

1. Full details of your complaint 

1. Copies of relevant paperwork 

1. Evidence of any complaint where applicable 

1. What you expect us to do to put things right 

1. Any other information that you think may be relevant 

 

What we do if we receive a complaint from you 

Any complaint, verbal or written, will be allocated it 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 

1. Your case reference will be your order/contract number 

1. We will give you the name and title of the person handling your
   complaint 

1. We will send you written acknowledgement within 3 working days of receiving
   your complaint 

1. Make contact to seek clarification on any points where necessary 

1. Fully investigate your complaint internally and third parties where
   relevant 

1. Keep you informed and fully updated regarding any progress 

1. Discuss with you our findings and our proposed response 

1. Our aim will be to send you our final written response within ten working days
   but no later than eight weeks as required by the Financial Conduct
   Authority 

  

Investigation 

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

  

1. Deal with complaints promptly and fairly 

1. Give complainants clear replies and, where appropriate, fair redress 

  

Eligibility 

It is our 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 

  

1. Complaints made by, or on behalf of an eligible complainant; Eligible Complainants
   are essentially individuals and certain small businesses 

1. The Complainant must relate to the provision of or failure to provide a
   financial service or a redress determination and; 

1. The Complainant must allege that they have suffered, or may suffer,
   financial loss, material distress or material inconvenience 

Final Response 

This will set out clearly our decision re the complaint 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: 

1. Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost 

1. 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 can be recorded and communicated differently. Where we consider a
complaint to be resolved to your satisfaction under this section, we will
promptly send you a Summary Resolution Communication, being a written
communication from us which: 

1. Refers
   to the fact that you have made a complaint and informs you that we now
   consider the complaint to have been resolved to your satisfaction; 

1. We
   will tell you that if you subsequently decide that you are dissatisfied
   with the resolution of the complaint you may be able to refer the
   complaint back to us for further consideration or alternatively refer the
   complaint to the Financial Ombudsman Service.  

1. Indicates
   if we consent to waive the relevant time limits, (where we have discretion
   in such matters)  

1. Provide
   the relevant addresses of the Financial Ombudsman Service. 

1. Refer
   to the availability of further information on the website of
   the Financial Ombudsman Service. 

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. 

What to do 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 then 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. 

You can contact the financial Ombudsman at the following
address: 

The Financial Ombudsman Service 

Exchange Tower 

London 

E14 9SR 

Tel: 0800 023 4567 (free for most people from a fixed line)
or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500
(if calling from abroad) 

Email: [email protected] 

 

Website: www.financial-ombudsman.org.uk