Complaints Procedure

Complaints Procedure - Allman Cars Limited

Our aim is to provide you with an excellent customer service, but if you do not feel as though this has been the case, please find below our complaints procedure.

What is a complaint?

As per Financial Conduct Authority guidelines, a complaint is defined as any expression of dissatisfaction, whether oral or written and whether justified or not.

If you wish to make a complaint, please contact us via telephone on 01606 781615, by writing to: Allman Cars Limited, Winnington Lane, Winnington, CW8 4DB, or by emailing [email protected]. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it.

Your complaint will be taken seriously, and we will make every effort to resolve the problem as quickly as possible.

Upon receipt of your complaint, we will assess whether it involves a third party, such as a finance provider. If so, we will inform them immediately. You are also entitled at any time to contact the finance company directly. If you are unhappy with our decision and wish to take your complaint further, you can contact the finance company using the details provided in your contracts or policies, or we can supply these details upon request.

If we are unable to resolve your complaint immediately, further investigation may be required.

Complaint Handling Timeline

By Day 7: We will aim to provide a full response. If this is not possible, we will confirm who is handling your complaint.

By Day 28: We will endeavour to complete our investigation and provide a full response. If this is not possible, we will update you on the current status of your complaint.

By Day 56: If your complaint remains unresolved, we will issue a final response letter.

Further Action

If you are unhappy with our final decision, you may contact the finance company associated with your agreement. You may also refer your complaint to the Financial Ombudsman Service, a free and independent service for resolving disputes between customers and financial institutions.

You must contact the Financial Ombudsman within 6 months of receiving our final response letter, and they will require this letter as a summary of our investigation.

More information can be found at www.financial-ombudsman.org.uk

From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123