Complaints Procedure2018-07-18T16:39:20+00:00

Complaints procedure for customers

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your 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 and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint contact us by either:

Address
Complaints Officer
The Motorbike Financer
9B High Street
Congleton
CW12 1BN

Telephone
01625 324 444 (standard rate call charges apply)

Email
cu[email protected]

As soon as a complaint is received

All written complaints will be acknowledged by our Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by our Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that he/she agrees with our understanding of the matter.

If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.

If our investigation is not resolved within five business days, our acknowledgement letter will confirm that we will:

  • Investigate the complaint and aim to respond within four weeks of receiving the complaint
  • Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay
  • Explain that on completion of our investigation we will inform you of the outcome and the options available to you.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

After we have investigated the complaint

Immediately on completion of our investigation our Complaints Officer will write to you detailing the outcome of our investigation.

We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

Regulated contracts

If you have a regulated contract with us and are not satisfied with our final response, or we take longer than 8 weeks to resolve your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response or you may lose that right. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Updated July 2018

Company Details

The Motorbike Financer Logo 

9B High Street, Congleton,

Cheshire, CW12 4HZ

E – [email protected]

T – 01625 324 444

The Motorbike Financer is a trading name of The Vehicle Financer Limited. The Vehicle Financer Limited is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria Road, Saltaire, BD18 3LA. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

The Vehicle Financer Limited act as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

All finance is subject to status and income. Written quotations are available on request. We do not charge a fee for arranging the finance, however some of our lenders may charge a fee. Your advisor can provide more information on this. Our advisors are all SAF (Specialist Automotive Finance) approved. The Vehicle Financer is a limited company registered in England and Wales. Registered number: 9970074. Registered office: The Vehicle Financer, 9B High Street, Congleton, CW12 1BNICO registration number – ZA171810.

Complaints procedure for customers

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your 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 and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint contact us by either:

Address
Complaints Officer
The Motorbike Financer
9B High Street
Congleton
CW12 1BN

Telephone
01625 324 444 (standard rate call charges apply)

Email
[email protected]

As soon as a complaint is received

All written complaints will be acknowledged by our Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by our Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that he/she agrees with our understanding of the matter.

If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.

If our investigation is not resolved within five business days, our acknowledgement letter will confirm that we will:

  • Investigate the complaint and aim to respond within four weeks of receiving the complaint
  • Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay
  • Explain that on completion of our investigation we will inform you of the outcome and the options available to you.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

After we have investigated the complaint

Immediately on completion of our investigation our Complaints Officer will write to you detailing the outcome of our investigation.

We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

Regulated contracts

If you have a regulated contract with us and are not satisfied with our final response, or we take longer than 8 weeks to resolve your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response or you may lose that right. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Updated July 2018

Company Details

9B High Street, Congleton, Cheshire, CW12 4HZ

E – [email protected]

T – 01625 324 444

The Motorbike Financer is a trading name of The Vehicle Financer Limited. The Vehicle Financer Limited is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria Road, Saltaire, BD18 3LA. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

The Vehicle Financer Limited act as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

All finance is subject to status and income. Written quotations are available on request. We do not charge a fee for arranging the finance, however some of our lenders may charge a fee. Your advisor can provide more information on this. Our advisors are all SAF (Specialist Automotive Finance) approved. The Vehicle Financer is a limited company registered in England and Wales. Registered number: 9970074. Registered office: The Vehicle Financer, 9B High Street, Congleton, CW12 1BNICO registration number – ZA171810.

Complaints procedure for customers

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your 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 and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint contact us by either:

Address
Complaints Officer
The Motorbike Financer
9B High Street
Congleton
CW12 1BN

Telephone
01625 324 444 (standard rate call charges apply)

Email
[email protected]

As soon as a complaint is received

All written complaints will be acknowledged by our Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by our Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that he/she agrees with our understanding of the matter.

If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.

If our investigation is not resolved within five business days, our acknowledgement letter will confirm that we will:

  • Investigate the complaint and aim to respond within four weeks of receiving the complaint
  • Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay
  • Explain that on completion of our investigation we will inform you of the outcome and the options available to you.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

After we have investigated the complaint

Immediately on completion of our investigation our Complaints Officer will write to you detailing the outcome of our investigation.

We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

Regulated contracts

If you have a regulated contract with us and are not satisfied with our final response, or we take longer than 8 weeks to resolve your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response or you may lose that right. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Updated July 2018

Company Details

Motorbike Finance

The Motorbike Financer Logo

9B High Street, Congleton, Cheshire, CW12 4HZ

E – [email protected]

T – 01625 324 444

The Motorbike Financer is a trading name of The Vehicle Financer Limited. The Vehicle Financer Limited is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria Road, Saltaire, BD18 3LA. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

The Vehicle Financer Limited act as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

All finance is subject to status and income. Written quotations are available on request. We do not charge a fee for arranging the finance, however some of our lenders may charge a fee. Your advisor can provide more information on this. Our advisors are all SAF (Specialist Automotive Finance) approved. The Vehicle Financer is a limited company registered in England and Wales. Registered number: 9970074. Registered office: The Vehicle Financer, 9B High Street, Congleton, CW12 1BNICO registration number – ZA171810.