FCA Firm Registration No.727932
Trotting Mare Garage also t/as www.trottingmarevehiclesales.co.uk Complaints Handling Procedure
Trotting Mare Garage which is authorised and regulated by the Financial Conduct Authority, firm reference number 727932
Trotting Mare Garage aim to always provide a very high standard of service to each and every customer. Accordingly, we attach great importance to ensuring that all complaints are resolved as quickly and efficiently as possible to the complete satisfaction of any customer in line with the Financial Conduct Authority's (FCA) principle of Treating Customers Fairly (TCF).
The following procedure explains how any complaint will be dealt with and what you are able to do in the event that you feel your complaint has not been resolved to your complete satisfaction.
If you have a complaint:
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing, the appropriate person will then aim to resolve your complaint as quickly as possible.
To help us investigate and resolve your complaint without delay, in the first instance, please contact the department or person that you dealt with and provide the following information:
► Your full name and contact details
► The full detail of your complaint
► The agreement number or reference
► What we can do to put things right
► Copies of all relevant paperwork and correspondence
Upon receiving all of the above listed information we will do our utmost to resolve your complaint immediately. However, sometimes this may not always be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of our progress and provide a final response in writing to include all findings and any action we are taking to resolve matters.
If you are a regulated consumer finance or contract
hire customer and are not satisfied with our final
response, you may be eligible to refer the matter to the
Financial Ombudsman Service and must do so within six
months of our final response.
When our final response is sent to you we will also include a copy of the Financial Ombudsman Service's explanatory leaflet for reference.
If you have any questions or queries about our complaints handling procedure, please feel free to contact Trotting Mare Garage.
To register a complaint contact us by either:
Telephone: 01978 711978
or write to us at:
Trotting Mare Garage,
Knolton, Overton on Dee, Overton, Wrexham, LL13 0LE.