Financial Services Complaint Procedure

If you have a complaint

At Steven Eagell, our foremost objective has always been to offer complete customer satisfaction to all our customers. We are committed to delivering complete customer satisfaction, but we recognise there might be situations where we don't necessarily get it right. We will endeavour to address your complaint in a fair, consistent and prompt manner.

What Products and Services are covered by this procedure?

This tells you how to make a complaint about any finance or insurance product or service we have provided, and sets out our complaints handling procedure for these regulated products.

For Service, Repair and Vehicle-related complaints, please see “Customer Complaint Procedure – Non-Financial Services Complaints”

Under some circumstances we may investigate a vehicle related complaint under our Financial Services Complaints procedure.

The steps we take to handle complaints

It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. This tells you how to make a complaint and sets out our complaints handling procedure.

Let us know how we can help you

It is normally quicker for issues to be resolved at the dealership you purchased from or where your vehicle was last serviced or repaired. All of our dealerships have a General Manager who will be happy to assist you with any concerns you may have. For a list of our dealerships, General Managers and their contact telephone numbers please visit our website at www.steveneagell.co.uk

Alternatively, you may prefer to contact our head office. We can be contacted via email at feedback@steveneagell.co.uk, you can write to us at Feedback@, Steven Eagell Limited, Power House, Harrison Close, Knowlhill, Milton Keynes MK5 8PA

What happens next?

We always seek to resolve issues when you first get in touch with us. If we cannot resolve your complaint straight away, we will escalate your concerns so our team can look at it in more detail. After your complaint, has been received, we will take the following steps:

Within a week

We will try to give you a full reply. If this is not possible, we will send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.

Within four weeks

We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please contact us at feedback@steveneagell.co.uk. In some cases, we may need more time to respond and if so we will write to you with an update of the situation at 4 weeks.

Within eight weeks

We aim to resolve your complaint within eight weeks. If we have not issued our “final response” letter, which will explain our final position, or if you are still dissatisfied with our decision you may wish to refer the complaint to the Financial Ombudsman Service, for an independent review. The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. When we write to you at eight weeks, or sooner if we provide a final response letter, we will provide you with a copy of the Financial Ombudsman Service’s “Want to take your complaint further?”

Taking things further

If we haven’t been able to conclude matters to your satisfaction, you may have the right to refer your complaint to the Financial Ombudsman Service. We will explain this in our Final Response Letter or at eight weeks, as described above.

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

Telephone: 0845 080 1800

E-mail: complaint.info@financial-ombudsman.org.uk

Website:www.financial-ombudsman.org.uk