FIFTHGEAR FENTON LIMITED
We aim to provide the highest levels of service to all our customers. However, if you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
1. How to Make a Complaint
You can make a complaint by any of the following methods:
By Email: fifthgearfenton@gmail.com
By Telephone: 01782 893 030
In Writing:
FIFTHGEAR FENTON LIMITED
39C Duke Street
Fenton, Stoke-on-Trent
Staffordshire, ST4 3PA
Please include:
Your full name and contact details
Vehicle details (if applicable)
A clear description of your complaint
Copies of any relevant documents (e.g. receipts, finance agreements)
What you would like us to do to resolve the matter
2. What Happens Next
We will:
Acknowledge your complaint within 5 working days
Investigate the issue thoroughly and fairly
Aim to send a final written response within 8 weeks
If we cannot resolve your complaint within 8 weeks, we will explain why and let you know when you can expect our final response.
3. If Your Complaint Relates to Finance or Insurance
FIFTHGEAR FENTON LIMITED is an Appointed Representative of Automotive Compliance Ltd, who are authorised and regulated by the Financial Conduct Authority (FCA No. 497010).
If your complaint relates to finance or insurance products arranged through us, we may need to refer your complaint to Automotive Compliance Ltd. Their contact details are:
Automotive Compliance Ltd
The Factory, 44 Alfred Street
Gloucester, GL1 4DD
Telephone: 01452 671 560
Email: complaints@automotive-compliance.co.uk
They will acknowledge and handle your complaint in line with FCA requirements.
4. If You Are Not Satisfied
If you are still unhappy after receiving our (or Automotive Compliance’s) final response, or if eight weeks have passed since you first complained, you may refer your complaint to the:
Financial Ombudsman Service (FOS)
Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: http://www.financial-ombudsman.org.uk
You must contact the Financial Ombudsman Service within six months of receiving our final response.
5. Record Keeping
All complaints are recorded, reviewed and analysed to ensure we continually improve our service and meet our regulatory obligations.
