Complaints Procedure

Complaints Procedure – Whippet Vehicles Ltd

At Whippet Vehicles Ltd, supporting our customers and treating customers fairly is fundamental. Should the occasion arise where you feel unhappy with the service you receive from us, we would like to know so we can look to put things right.

We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint. We will need to establish whether or not your complaint relates directly to Whippet Vehicles Ltd, the consultant you dealt with, the vehicle supplier source or the performance of a product itself.

If unclear, you must not delay in raising your concern so that we can proceed with our own investigation. Whippet Vehicles Ltd will listen and review your complaint internally or take up with the appropriate parties.

Please contact us:

Write

🖋

F.A.O Ben Cross

Whippet Vehicles Ltd

Walsall

West Midlands

WS90SP

Call

🕿

0333 335 6250 or 07861120187

E-mail

📧

Ben.cross@whippetvehicles.co.uk

Any informal or formal complaint can be made if you are dissatisfied with any form of service you have received from Whippet Vehicles Ltd. Any complaint — verbal or written — will be acknowledged by our complaint handler at the earliest opportunity. We will also:

· acknowledge the complaint in writing promptly

· give details in our acknowledgement letter of the Financial Ombudsman Service

· make contact to seek clarification on any points where necessary

· fully investigate the complaint

· keep you informed of our progress

· discuss with you our findings and proposed response

Whippet Vehicles Ltd will establish the nature and scope of your complaint having due regard to the Financial Conduct Authority's direction:

· Deal with complaints promptly and fairly

· Give complainants clear replies and, where appropriate, fair redress

It is our policy to treat all complainants the same, however, "eligible complainants" are legally defined and have additional rights in law that we must acknowledge and adhere to. An eligible complainant has a potential claim against Whippet Vehicles Ltd where it believes it has suffered a financial loss due to poor advice or service, and is:

· a private individual;

· a "microenterprise" (a company with fewer than 10 employees, and an annual turnover or net worth of less than €2 million);

· a "small business" (a company with an annual turnover of less than £6.5 million and which also has either a balance sheet total of less than £5 million, or fewer than 50 employees);

· a charity with an annual income of less than £6,500,000;

· a trust with a net asset value of less than £5,000,000; or

· an individual who acts as a personal guarantor for a loan to a business they're involved in.

The Financial Conduct Authority complaints rules apply to complaints:

· made by, or on behalf of an eligible complainant;

· which relate to regulated activity; and

· which involve an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

If we can resolve your complaint to your satisfaction within five business days following the day on which we receive it, we will put in writing a Summary Resolution Communication.

If we cannot resolve your complaint within this period, we will keep you informed of our progress while we continue to support and investigate.

From 8 weeks to the date of first receiving your complaint, we will send you either:

· our Final Response, clearly explaining our decision and the reasons for it, together with details of any compensation or remedial action offered; or

· a written response explaining why we are not yet in a position to provide a Final Response and when we expect to provide one.

Where applicable, our response will explain your right to refer the complaint to the Financial Ombudsman Service and will include the required Financial Ombudsman Service information.

The eight-week period is calculated from the date we first receive your complaint and is not restarted by any subsequent correspondence.

Where Whippet Vehicles Ltd receives confirmation that you are satisfied with the findings of our investigation and any resolution offered, the complaint will be considered closed.

If we do not receive confirmation, we may close our internal complaint file after we have issued our Final Response or otherwise fulfilled the applicable complaint-handling requirements. Closing our internal file does not affect your rights to refer the complaint to the Financial Ombudsman Service.

The regulatory eight-week response period will always run from the date we first received your complaint and will not be extended or restarted by later correspondence.

We make it our priority to co-operate fully with the Ombudsman in resolving any complaints made against us and we agree to be bound by any awards made by the Ombudsman. We undertake to pay promptly the fees levied by the Ombudsman.

If you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Write:

🖋

Exchange Tower

London

E14 9SR

Call

🕿

0800 023 4 567 -calls to this number are now free on personal mobile phones and landlines

0300 123 9 123 -calls to this number cost no more than calls to 01 and 02 numbers

E-mail

📧

info@financial-ombudsman.org.uk

Website

💻

www.financial-ombudsman.org.uk