Resolving problems quickly and effectivelyWe always aim to provide a high standard of service to all our customers. However, there may be times when something leaves you disappointed or dissatisfied. Please tell us if you are unhappy or have a complaint about any aspect of our service. Everything we learn from our customers helps us to consider changes that will ensure we meet your expectations now and in the future. - How to make a complaint
- How we will handle your complaint
- If you are still not satisfied
- How to complain to the Financial Ombudsman
How to make a complaintIf you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in writing or by e-mail as follows: Address: Egnida Vehicle Solutions Limited, 60a Bridge House, Waterside, Solihull, West Midlands, B90 1UD. Telephone: 0121 272 1210 (Calls may be recorded) Email: firstname.lastname@example.org
A note about e-mailed complaintsIf you choose to complain by e-mail, we will usually respond to your e-mail address. However, there may be occasions when we will need to respond to you by post, to ensure privacy or where we need to enclose copies of documents.
How we will handle your complaintWe are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we will listen to your concerns and try to agree on a solution with you. The member of our team who you first contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem. Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within three working days. On these occasions, we aim to resolve matters within 14 days.
Complaints ProcedureIf your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint. If together we cannot reach an agreement by the end of four weeks: - We will send you a letter giving you our reasons for the delay and an indication of when expect to provide a resolution or
- We will issue our final response letter, which will explain our final position. If your complaint relates to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance, you may have a right of referral to the Financial Ombudsman Service. For more information, please refer to the information shown below about the Financial Ombudsman Service.