Learn how to submit a formal complaint if you're not satisfied with the service that we provided.
Address: Online Motor Group Ltd T/A NewCarsOnline.co.uk Unit 3-6, Church View Business Park Market Rasen, Binbrook Lincolnshire LN8 6BY
On receipt of a complaint, we will:
Clients can express dissatisfaction to us about the product provider, or the quality of the goods. We will need to establish whether your complaint relates to the advice given, our service level, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay the investigation and we will proceed with our own investigation.
If the complaint is about another party, we will refer the details of the complaint to the third party and confirm this course of action to you in writing.
We will establish the nature of your complaint considering the Financial Conduct Authority’s direction:
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated via an informal process.
If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you written communication which includes:
In addition to sending, you written communication, we may also use other methods to communicate the information where:
Where we judge that your complaint cannot be resolved within three business days, or we were unable to resolve your complaint in this timeframe, the formal FCA complaints procedure will be followed. This process requires that we:
Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, it will be paid promptly and in full.
We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are unsatisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.
While we hope to meet a positive resolution, there could be instances where we aren’t able to resolve the matter as you may desire. If you disagree with our decision, we recommend that you contact our regulators, the BVRLA. You need to complete their complaints form (BVRLA Complaints Form) and submit it in writing or via email@example.com, doing this we will enter an alternative dispute resolution.
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, we will write to you again. We will inform you of the reasons for the further delay and advise that if you are not satisfied with our progress you may be entitled to refer the complaint to the Financial Ombudsman Service.
When we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.
It is our policy to treat all customers the same, however, only eligible complainants may refer their complaints to the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we acknowledge and adhere to.
Eligible complainants are:
The Financial Conduct Authority complaints rules apply to complaints:
We will co-operate fully, with FOS in resolving any complaints against us and agree to be bound by any awards made by FOS.
The contact details for FOS are: