At Automotive Finance Associates Limited we have a complaints procedure that is clear and easy to use for anyone having need to make a complaint. If you are not satisfied with any aspect of our service, we would like you tell us your concerns.
You should write to us in the first instance at:
Automotive Finance Associates Limited, 73t River View, North East BIC, Wearfield, Sunderland, Tyne & Wear, SR5 2TA.
Alternatively you can email us at: info@afacarfinance.com
We will do our best to resolve any complaints in the same day that we receive them, however if we are unable to do this then we will send an acknowledgement receipt within 3 days of receiving it and send a written communication to let you know how we plan to investigate the complaint.
We will investigate your complaint impartially and competently. In order to complete an investigation, we may need to obtain further information from you or any third party involved.
To deal with your complaint promptly and thoroughly we may need to ask for your help throughout the process, and would ask that you help us as much as possible with our investigation and give any of our requests your prompt attention. Throughout the course of the process we will keep you informed on the progress of the investigation and you may contact us at any time to enquire about the progress of the investigation.
We will write to you again within 4 weeks if we have not by then fully investigated the complaint and issued a Final Response. If the complaint is not resolved within 8 weeks, we will send a response, either electronically or in writing, to explain why we have not completed the investigation, or our Final Response. If more than 8 weeks has passed from the date of the complaint and you haven’t received a response, or you are dissatisfied with the final response we provide, you can contact the Financial Ombudsman (FOS). You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.
The Financial Ombudsman is a service that provides free and impartial advice for resolving disputes involving financial services and institutions, their contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further details for FOS can be found by visiting their website at www.financial-ombudsman.org.uk