Complaints Procedure

Complaints Procedure

We wish to provide the best service that we can, in the event we do not meet your expectations we have a customer complaints procedure. This aims to ensure that any concerns that you bring to our attention are dealt with in a reasonable, fair and transparent manner.

It will help us deal with your complaint more effectively if the complaint is lodged directly with us and not via another medium.

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

A formal complaint can be submitted by:

Email: atkinmotor@btconnect.com

Telephone: 01653 693610

In writing: Atkin Motor Engineers, Swinton, Malton, North Yorkshire YO17 6SQ

Please include full details of your complaint.

When you submit your complaint, please let us know how you would like us to respond (by email, post or by telephone).

Customer complaints will be investigated by the department Manager who will endeavor to remedy the complaint or issue an apology where necessary.

Complaints may be submitted via letter, email or telephone and should be made within 7 working days of the complaint arising.

An acknowledgement letter, confirming receipt of the complaint, will normally be issued within 7 working days and will explain the investigation that may need to take place.

We will review all documents in relation to the matter and issue a decision within 4 weeks of receipt of the complaint. If this is not possible, a reply will be sent setting out the reasons for the delay in responding. Where a Customer Complaint relates to a member of staff, we will investigate and act accordingly. If a mistake has been made an apology and explanation will be offered and every effort will be made to rectify the situation.

Where a complaint highlights that our processes or procedures are inadequate, every effort will be made to remedy the situation as quickly as possible.

If you are not satisfied with the response of the department Manager you may lodge an appeal to our Company Proprietor. If you are unhappy with our response we recommend contacting the RMI who will be able to help conciliate this matter.

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk
Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at Financial Ombudsman Service

Atkin Motor Engineers

Nissan Authorised Repairer and Daihatsu Service and Repair Centre

FINANCIAL COMPLAINTS PROCEDURE:

• Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

Atkin Motor Engineers is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Atkin Motor Engineers to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.

We can introduce you to a selected panel of lenders, which includes RCI Finance. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to RCI Finance, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to be make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and RCI Finance also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.

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