CUSTOMER COMPLAINTS PROCEDURE
Auto Haven Limited is committed to providing products and service of the high standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way. Auto Haven will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.
Discussion with Auto Haven
Contacting Auto Haven by Post, Email or Telephone
Auto Haven Limited
167 Red Lion Road
What you will need to provide: To help us investigate and try to resolve your complaint, please provide us with the following information:
• your name and address;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.
Our commitment to you:
• We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
• We will do our best to resolve your complaint quickly
• We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision
If you are dissatisfied with either our final response or the reasons for any delay in providing our final response you may be able to ask The Motor Ombudsman for an independent review.
If you wish to pursue your complaint to The Motor Ombudsman you must do so within 6 months from the date on which we send you our final response letter. The Motor Ombudsman’s details are:
The Motor Ombudsman
71 Great Peter Street
0345 241 3008
FINANCE COMPLAINTS PROCEDURE
Our goal is to provide the highest quality of service to each and every customer, but we recognize that things do occasionally go wrong. If you have reason to make a finance complaint, please follow our complaints procedure below.
Stage 1 - Contact us
If you have reason to complain, you can contact us by:
Calling: 020 8397 0355
Or writing to us at:
Auto Haven Limited
167 Red Lion Road
Monday to Friday 10.00 - 19.00, Saturday 10.00 - 18.30, Sunday 11.00 - 18.00.
Stage 2 — Our response
If we are able to resolve your complaint within three working days, we will write to you providing confirmation that we believe your complaint is resolved.
We will also provide you with further options should you remain dissatisfied. If we are unable to resolve your complaint within three working days, we will inform you and your complaint will be escalated for further investigation.
We will provide written acknowledgment of your escalated complaint within five working days. Within four weeks of receiving your complaint, we will write to you with the outcome of our investigation. If we need to carry out further investigations, we will inform you of any delay with an estimated completion date which should be within four weeks of the initial complaint creation.
In some instances, where we are unable to resolve your complaint within four weeks, we will write to you with an update and an anticipated resolution date which should not exceed eight weeks from the date we received your complaint.
Stage 3 — What to do if you’re still not satisfied
If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at:
Service, Exchange Tower,
Harbour Exchange Square,
London E14 9SR
or visit www.financial-ombudsman.org.uk.