Customer Complaint Contact Details| Howards Motor Group
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Customer Complaints

Howard Garages (Weston) Ltd is an Appointed Representative of Automotive Compliance Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA No 497010).

Automotive Compliance Ltd’s permissions as a Principal Firm allows Howard Garages (Weston) Ltd to act as a credit broker, not as a lender, for the introduction to a limited number of finance providers and to act as an agent on behalf of the insurer for insurance distribution activities only.

FINANCE PRODUCT COMPLAINTS PROCEDURE

The steps we take to handle complaints.

Our Commitments to You

At our organisation our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, and mistakes can happen. When they do, we will try to put things right as quickly as possible.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer

service.

If you have a complaint

We define a complaint as any expression of dissatisfaction, whether oral, or written and whether justified or not.

Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the finance product purchased at an early stage.

You can notify us of your complaint through the following channels.:

By post: Automotive Compliance Ltd, The Factory, 44 Alfred street, Gloucester, GL1 4DD

By Telephone: 01452671560

e-mail: [email protected]

If you are still dissatisfied

If you wish to pursue your complaint further, you can contact the Financial Ombudsmen Service (FOS) within six months of your final response.

However, you will need to check that your complaint falls within its terms of reference.

The FOS is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership.

You can find out more about the service by contacting:

The Financial Ombudsmen Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4 567

Switchboard 020 7964 1000

From outside of the UK +44 20 7964 1000

E-mail: [email protected]

Alternative Dispute Resolution

Howards Motor Group subscribes to the Motor Industry Code of Practice for service and repair.

Motor Codes can provide CTSI certified Alternative Dispute Resolution (ADR) service if a consumer remains dissatisfied with the outcome of a dispute in relation to service and repair.

Contact details are:

Motor Codes Limited
71 Great Peter Street
London
SW1P 2BN

www.motorcodes.co.uk
Consumer Advice Line 0800 6920825

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  • Howard Garages (Weston) Ltd 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 Howard Garages (Weston) Ltd 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 manufacturer lenders linked directly to the franchises that we represent. 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 the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, 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 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 manufacturer lenders linked directly to the franchises that we represent may 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.