Internal Complaints Procedure
Car Benefit Solutions Internal Complaints Procedure
At Car Benefit Solutions, we are committed to providing our customers with a high level of care and service.
However, should something go wrong, our Internal Complaints Procedure will ensure that your concerns are fully investigated and addressed within the timeframes provided by our regulators, the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
However, should something go wrong, our Internal Complaints Procedure will ensure that your concerns are fully investigated and addressed within the timeframes provided by our regulators, the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
If you want to raise a complaint
Please contact us as soon as possible to help us understand the issue.
You can contact us via Online Chat, e-mail or via our Helpdesk.
From the day we receive your complaint, we will:
- Contact you and attempt to resolve your complaint within 3 working days
Where it has not been possible to resolve your complaint within 3 working days, we will:
- Send you a letter of acknowledgment promptly.
- Assign a senior member of our team to investigate your complaint.
- Send you a copy of our Internal Complaints Procedure.
- Provide you with our contact telephone number and e-mail address.
We will keep you informed of the progress of our investigation by:
- Sending you a letter at 15 and 30 working day intervals, where it has not been possible to conclude your complaint by these times, explaining the current position and when you can expect our final decision.
When we have concluded our investigation, we will:
- Send you our final response letter within 8 weeks of the date of receipt of your complaint.
- Provide you with a copy of the Financial Ombudsman Service’s standard explanatory leaflet and details of their website.
If your complaint is not resolved, you may be entitled to refer your concerns to the Financial Ombudsman Service. For more information see: www.financial-ombudsman.org.uk
Should you wish to discuss any element of your complaint, you can contact us on 0161 826 4204, or alternately, you can e-mail us at Complaints@carbenefitsolutions.co.uk
Our office hours are 9am – 5pm Monday to Friday.
