Our commitment to you
We want to give our customers the best possible service. We also know that sometimes we get it wrong. When that happens we want to know about it, put it right and learn from it. When you make a complaint to us, we will deal with it fairly, sensitively, and in a positive manner. Please take a little time to read our Complaints Procedure. It sets out the steps we will take in handling your complaint and will let you know what to expect from us.
If you wish to register a complaint please contact The Managing Director, in writing at: Mangement Schemes Limited t/a mycarsolutions.co.uk, No 1, Orchard Close,Walton Le Dale, Preston, PR5 4RG. Alternatively you may wish to email your complaint to firstname.lastname@example.org
Regardless of how we receive your complaint, we will always try to resolve your concerns there and then. Where further investigation is required, we will acknowledge your complaint promptly and within no more than five working days of receiving it. We will review your complaint and upon completion of our investigation we will send you a final response. We will aim to send you our final response within four weeks of receiving your complaint, but if we are not able to do so, we will provide you with an update. In most cases where we have not sent you a final response within four weeks, we will send one within eight weeks of receiving your complaint. However, if for any reason we are unable to do this, we will send you a further update and let you know when you can expect a final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If at any time you are not satisfied with the way we handle your complaint, please do not hesitate to contact our Customer Services Manager via email at email@example.com
Financial Ombudsman Service
If you have a regulated contract with us and are not satisfied with our final response, the Financial Ombudsman Service provides a dispute resolution service to assist customers whose concerns remain unresolved. For instances where we are unable to agree on a resolution, or if eight weeks have passed since you first raised your concern, you have the option to refer the matter to the Financial Ombudsman Service.
For more information about the Financial Ombudsman Service visit www.financial-ombudsman.org.uk Or contact them: Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Phone: 0800 0234 567 or 0300 1239 123 Email: firstname.lastname@example.org
Treating customers fairly
At My car Solutions we are committed to ensuring that the Financial Conduct Authority's (FCA) key principle of treating customers fairly (TCF) is applied in all areas of our day to day business activities. We are fully committed to providing the highest standards of client service and advice whilst never forgetting that you have a choice of suppliers and products available to you. In adopting the TCF principle we recognise that the fair treatment of our customers is about adding value to the service we offer and ensuring we achieve the six "customer outcomes" as outlined by the regulator (FCA).
The six "customer outcomes"
· Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
· Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
· Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
· Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
· Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
· Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
How do we achieve this?
We continually aim to understand the needs of our clients.
We make certain our clients understand the risks associated with our services at the outset of an instruction.
We keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading.
We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
Any advice provided will be appropriate and take into account the customer's individual needs and circumstances.
We take our clients' privacy seriously and ensure that our staff are aware of and follow rules in relation to data protection to ensure that clients' details are kept secure and confidential.
We take any complaint seriously and will deal with any complaints promptly and make improvements to our operations where required (for our full complaints procedure please visit the "complaints page").
What's in it for us?
By taking this approach My car Solutions will ensure that TCF is at the heart of all its activities and its culture will be one where the needs and expectations of the consumer are put above all else. As a firm we will benefit through customer satisfaction, long lasting customer relationships and a sustainable, customer centric business. Thank you for choosing us!