Complaints Procedure

Version: 1.2

Effective Date: My 26

Next Review Date: May 27

Introduction

All our customers have the right to complain, and we have complaints handling procedures in place to deal with any complaints we receive. Making a complaint is free of charge. This document sets out the procedure we follow to ensure a fair and timely resolution of any complaint.

We aim to fully resolve all complaints within 8 weeks of receipt, in line with Financial Conduct Authority (FCA) requirements. Most complaints are resolved much sooner.

Only appropriately trained staff handle complaints. This is generally our [Compliance Manager], to ensure objectivity. We will not allow a member of staff who is the subject of a complaint to handle that complaint.

Treating Customers Fairly

In line with our commitment to treating customers fairly and our obligations under FCA rules and the Consumer Duty, we will:

•      Investigate complaints competently, diligently and impartially.

•      Assess fairly, consistently and promptly the subject matter of the complaint, whether the complaint should be upheld, and what remedial action or redress (or both) may be appropriate.

•      Record and analyse all complaints (whether or not they are reportable to the FCA, and whether they concern our firm or a third party such as an insurer or finance provider) so we can identify and address any weaknesses in our service.

What is a complaint?

For the purposes of our FCA-regulated activities, a complaint is:

"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, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience."

In addition, we treat as a complaint any oral or written expression of dissatisfaction from a customer about a vehicle we have sold, a service we have provided, or our conduct in dealing with them — whether or not the complaint relates to a financial service. All complaints, whether financial or non-financial, are recorded in our Complaints Register and handled in accordance with this procedure.

You may make a complaint verbally or in writing (including by email or other electronic communication). We will not ask you to put a complaint in writing, but in some cases it may help us to investigate if you can set out the relevant information in writing.

How to make a complaint

You can raise a complaint with us using any of the following channels:

•      Online: anycolourcar.com/Need-our-help

•      Email: customer@anycolourcar.com

•      Telephone (Customer Care): 01226 574321

•      Post: Anycolourcar Limited, The Old Garage, Genn Lane, Worsbrough, Barnsley, S70 6TF

How we handle complaints

When we receive a complaint, the member of staff who receives it will notify the Operations Manager without delay. The Operations Manager will:

•      Assess the validity of the complaint.

•      Investigate the matter.

•      Log the details in our Complaints Register.

Informal resolution

Where a complaint can be resolved informally within 3 business days of receipt, we will deal with it informally and confirm the resolution with you. Where a complaint cannot be resolved informally within 3 business days, we will move to the formal process described below.

Formal resolution

If we cannot resolve your complaint informally, we follow this process:

•      Acknowledgment — we will acknowledge your complaint in writing within 5 working days of receipt.

•      Initial response — we aim to provide a substantive response within 14 days of receipt.

•      Final response — where a complaint cannot be resolved within 14 days, we will provide a final written response within 8 weeks of receipt. If we need more time than this, we will explain the delay and give you a revised expected response date.

•      Outcome — our response will either accept the complaint and, where appropriate, offer redress; or reject the complaint and explain why.

•      Escalation — if you are not satisfied with our final response, you may escalate the matter as set out below.

Alternative Dispute Resolution (ADR)

Anycolourcar Limited is a Trading Standards approved member.

If a complaint remains unresolved after our final response, you may have the right to refer the matter to an Alternative Dispute Resolution (ADR) provider. We are committed to engaging with ADR where it is appropriate to do so.

Non-financial complaints

For complaints about the vehicle itself or our service (as distinct from finance-related complaints), our appointed ADR provider is the South Yorkshire Trading Standards Alternative Dispute Resolution scheme, which is administered by Doncaster Council on behalf of the South Yorkshire authorities:

•      Email: adr@doncaster.gov.uk

•      Phone: 01302 737573

•      Postal address: ADR, Trading Standards Service, Civic Office, Doncaster

Please note that for the ADR scheme to consider your complaint, both you and we must agree to take part in the scheme. We are committed to engaging with ADR where it is appropriate to do so.

If you need general consumer advice or want to report a trader before starting the ADR process, you can contact the Citizens Advice Consumer Helpline on 0808 223 1133 (Monday to Friday, 9:00 am to 5:00 pm) or submit an enquiry online via the Citizens Advice consumer service.

Finance-related complaints

If your complaint relates to a finance product we have introduced you to, and we have been unable to resolve it to your satisfaction, you have the right to refer the matter to the Financial Ombudsman Service (FOS). You must do so within 6 months of our final response.

•      Financial Ombudsman Service, Exchange Tower, London, E14 9SR

•      Website: financial-ombudsman.org.uk

•      Telephone: 0800 023 4567

The Financial Ombudsman Service is free and impartial.

Other guidance

You may also seek free, impartial guidance from:

•      Citizens Advice Consumer Service: 0808 223 1133 | citizensadvice.org.uk

Record keeping and complaince monitoring

•      All complaints are logged in our Complaints Register and retained for 6 years from the date the complaint is closed.

•      Complaints are reviewed periodically to identify trends and improve service quality.

•      The [Compliance Manager] is responsible for ensuring our FCA reporting obligations are met.

Handling of third-party complaints

If another authorised firm or a regulated financial institution is wholly or partly responsible for a complaint, we may refer the complaint (or the relevant part of it) to them. In such cases:

•      You will be informed promptly and in writing about the referral.

•      Your written consent will be obtained before the referral.

•      Contact details for the firm now handling the complaint will be provided to you.

Summary of your rights

1. Complaints can be made free of charge and will be handled fairly and promptly.

2. If your complaint is not resolved within 8 weeks, or you are not satisfied with our final response, you have the right to escalate the matter — to South Yorkshire Trading Standards for non-financial complaints, or to the Financial Ombudsman Service for finance-related complaints.

3. You retain the right to take legal action if a complaint remains unresolved.