Complaints Procedure

Sometimes not everything goes to plan, it’s important to have your say. The following procedure explains how we deal with any complaints we receive and our commitments to you.

How to contact us with your complaint

To help us investigate and resolve your issue as quickly as possible, please contact us via email or phone:

Telephone: 01785 716133

Email: complaints@claytoncarcontracts.co.uk

What information should you include in your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information::

  • Your full name and preferred contact details

  • Your order or vehicle registration number

  • Full details of your complaint

  • Copies of relevant paperwork

  • Photographic evidence of any complaint relating to vehicle damage/defects where applicable

  • What you expect us to do to put things right

  • Any other information that you think may be relevant

Please note: If you appoint a third party to act on behalf we cannot discuss any aspect of your contract with them until we receive your permission in writing or from your personal email address or in writing to the above address.

What happens when we receive a complaint from you

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

  1. Written Acknowledgement

    We will send you written acknowledgement within 3 working days of receiving your complaint and you will receive a case number.

  2. Seek Clarification

    Make contact to seek clarification on any points where necessary.

  3. Investigation of Complaint

    We will undertake a full investigation of the complaint in question.

  4.  Progress Updates

    While the investigation is taking place, we endeavour to keep you informed and updated regarding any progress.

  5. Findings

    Discuss with you our findings and our proposed response.

  6. Final Response

    Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority.

Eligibility

It is Clayton Car Contracts policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

  • Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses.

  • The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;

  • The Complainant must allege that they have suffered, or may suffer, financial
    loss, material distress or material inconvenience.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you have any questions relating to Clayton Car Contract’s Complaints handling process, please contact us on 01785 716133 or email complaints@claytoncarcontracts.co.uk.