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Complaints

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.

OUR PRINCIPLES

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:

  • Easy to access.
  • Clear and simple.
  • Prompt, with established time limits, and keeping people informed.
  • Fair, full and impartial investigation
  • Proportionate to the matters complained about.

Our pledge to our customers

When we respond to complaints we aim to:

  • Take all concerns seriously
  • Be factually correct
  • Deal with the complaint promptly
  • Answer all points.
  • Give a full explanation of the final decision.
  • Explain the next steps available to the complainant if they are still dissatisfied.
  • Ensure that any complainant, are not subjected to discrimination.

Our complaints process will be:

  • Frank and open
  • Impartial, avoiding any bias in favour of any party
  • Thorough, finding out the relevant facts.

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:

By Post:

MGX Motor Finance
Dunstall Park Road
Derby
DE24 8HJ

By Email: info@mgxmotorfinance.co.uk

By Telephone: 01332 955655

HOW MGX MOTOR FINANCE RESPONDS TO COMPLAINTS

Process

Our aim is to resolve complaints as soon as we are aware of them and in accordance with the FCA guidelines. 

Procedures

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:

  • Investigate the complaint competently, diligently and impartially, obtaining all relevant information.
  • Assess fairly, consistently and promptly, the subject matter of the complaint.
  • Decide whether the complaint should be upheld.
  • Decide what remedial action or redress (or both) may be appropriate.
  • If appropriate, decide whether it has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint.
  • Take into account all relevant factors.
  • Offer redress or remedial action when it decides this is appropriate.
  • Explain to the complainant promptly and, in a way that is fair, clear and not misleading, its assessment of the complaint, its decision on it, and any offer of remedial action or redress.
  • Comply promptly with any offer of remedial action or redress accepted by the complainant.

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.

Redress

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:

By Post:

The Financial Ombudsman Service
Exchange Tower
London

E14 9SR

By Email: complaint.info@financial-ombudsman.org.uk

By Telephone: 0800 023 4567 / 0300 123 9123

Website: www.financial-ombudsman.org.uk

RECORDING AND PUBLISHING INFORMATION

In accordance with FCA requirements, we will publish anonymised information about the complaints we have received, which will include:

  • Numbers and types of complaints
  • Speed of response against targets
  • Levels of satisfaction with the response
  • Action to improve services, taken as a result of complaints.