COMPLAINTS PROCEDURE
AMT Specialist Cars Complaints Manager contact details
Complaints Manager contact details
Name: Richard Marks
Telephone: 0113 831 3108
Address: AMT Specialist Cars, 4 Bingley Street (off Kirkstall Road), Leeds, LS3 1LX
E-mail: richard.marks@amtauto.co.uk
AMT Contract Hire & Leasing Complaints Manager contact details
Complaints Manager contact details
Name: Alex McGawley
Telephone: 0113 387 4241
Address: AMT Contract Hire & Leasing Ltd, 174 Armley Road, Leeds, LS12 2QH
E-mail: alex.mcgawley@amtauto.co.uk
Our procedures
- Acknowledge the complaint in writing promptly
- Give details in our acknowledgement letter of the Financial Ombudsman Service
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
Adviser or provider
Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
Investigation
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
Eligible complainants
- Made by, or on behalf of an eligible complainant;
- Relating to regulated activity;
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
Final response
- Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
- Indicate whether or not we consent to waive the relevant time limits.
Complaints settled within three business days
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
- We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
- Indicates whether or not the we consent to waive the relevant time limits, (where we have discretion in such matters)
- Provide the website address of the Financial Ombudsman Service;
- Refer to the availability of further information on the website of the Financial Ombudsman Service.
- We consider that doing so may better meet your needs; or
- We have already been using another method to communicate about the complaint.
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.
Financial ombudsman service
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 the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
Contact
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel:0800 023 4567 (free for most people ringing 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
BVRLA
Making a complaint (ADR) The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member’s complaints procedure and still remain dissatisfied. See the BVRLA’s website for more details.