Customer Complaints Procedure

Customer Complaints Procedure

Saxton 4x4 is committed to providing vehicles, products and service to the highest standard.  But we do understand that sometimes things can go wrong.  If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

Saxton 4x4 will investigate all complaints competently, diligently and impartially obtaining additional information as necessary.  Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

Step 1

Discussion with relevant member of staff

If you have a concern with either your vehicle or the service you have received at Saxton 4x4, please firstly raise this with your relevant Business Manager.  They are best placed to address your concerns and if required, will contact us directly on your behalf.

Step 2

In the event that you were unable to resolve your concerns through Step 1, you can raise your concerns to the business directly via the below email address;

[email protected]

Step 3

Contacting us

Should you remain unhappy with the response given from Step 2, please address your concerns to the Legal Advisor by your preferred method from the list below;

Michael Freeman

[email protected]

Michael Freeman

Legal Advisor

Saxton 4x4

Westway

Chelmsford

CM1 3BH

What you will need to provide

To help us investigate and try to resolve your complaint, please provide us with the following information:

·        Your name and address;

·        Details of how we can contact you;

·        A clear description of your complaint;

·        Details of what you would like us to do to rectify the situation;

·        If appropriate, copies of any relevant supporting documentation.

Our commitment to you

1.      We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us;

2.      We will do our best to resolve your complaint quickly.  If this is not possible, and your complaint relates to our credit broking, we will:

a.     Within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them;

b.     Keep you updated on the progress of your complaint;

c.     Within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reason for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it;

3.      We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision;

What can I do if I am still not satisfied?

If you remain dissatisfied with our final response, you may then refer your complaint to the Financial Ombudsman (FOS). You should do this within six months of the date of our response.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone:      0800 023 4567

Email:             [email protected]  

Web site:         www.financial-ombudsman.org.uk

Please note The Financial Ombudsman is unable to deal with your complaint unless you have given us the opportunity to put things right first. The Financial Ombudsman is an independent service for resolving disputes between consumers (you) and the FCA authorised companies (us). This service is free of charge.

Further helpful information can also be obtained by visiting the Financial Ombudsman Service website.