Within Burton Kia customer satisfaction and quality service are paramount. However, we recognise that
things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service.
This sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.
We promise to:
•investigate your complaint thoroughly and, so far as within our control, promptly;
How to Contact us
Here is how you can contact us should you have a complaint:
When you contact us
Please tell us:
If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authority before we will be able to deal with them.
•We will work to resolve all complaints quickly and fairly.
Independent Review of Your Complaint
The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial services firms. The Financial Ombudsman Service will be able to tell you whether or not they can deal with your complaint.
If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. 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).
The Financial Ombudsman Service can only deal with your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you. The contact details for the Financial Ombudsman Service are:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR Telephone: 0800 023 4567 (calls free on mobile phones and landlines) 0300 123 9123 (consumer helpline - calls cost no more than calls to 01 or 02 number) (18002) 0207 964 1000 (calls using next generation text relay) +44 207 964 0500 (calls from outside the UK) Email: firstname.lastname@example.org Website: www.financial-ombudsman.org.uk