This document sets out the policy of MGX Motor Finance Ltd for handling complaints made about our services.
WHO THIS APPLIES TO
The policy applies to all those we have dealings with, including members of the public, commercial organisations and other bodies.
We aim to follow the principles of good practice set out in the FCA Handbook, Dispute Resolution: Complaints (DISP)
We try to make our processes:
Our pledge to our customers
When we respond to complaints we aim to:
Our complaints process will be:
HOW TO COMPLAIN
To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact us, using any of the details below.
Complaints should be sent:
MGX Motor Finance
Dunstall Park Road
By Email: email@example.com
By Telephone: 01332 955655
HOW MGX MOTOR FINANCE RESPONDS TO COMPLAINTS
Our aim is to resolve complaints as soon as we are aware of them and in accordance with the FCA guidelines.
Once the complaint has been received, we will provide an acknowledgement of the complaint within three working days and also provide confirmation of who is dealing with the complaint.
MGX Motor Finance Ltd will:
MGX Motor Finance Ltd will aim to investigate and resolve any complaint within 4 weeks of receipt and in any case within 8 weeks of receipt of the complaint. The response will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet and set out how to refer the complaint to the Financial Ombudsman Service (FOS) if they are still dissatisfied.
If MGX Motor Finance Ltd is unable to resolve the complaint within the 8 week period, it will write to the customer advising why this is the case and when the customer can expect to receive a response.
When our services do not meet our published standards, we aim to make amends in a way that is appropriate to the problems experienced. Redress will always include an explanation of what happened and why and where appropriate we will take action to put things right.
Dissatisfaction with the response
If there is dissatisfaction with our final response, the complaint may be referred to the Financial Ombudsman Service. This needs to be within six months from the date of the final response letter.
The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
By Telephone: 0800 023 4567 / 0300 123 9123
RECORDING AND PUBLISHING INFORMATION
In accordance with FCA requirements, we will publish anonymised information about the complaints we have received, which will include: