Complaints Handling Procedure

Within Allied Vehicles trading as The Minibus Centre, customer satisfaction and quality service is paramount. However, we recognise that things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service. This leaflet sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.

Our Commitment

We promise to: investigate your complaint thoroughly and, so far as within our control, promptly; keep you informed of progress; and do everything we reasonably can to help you.

How to contact us

Here is how you can contact us should you have a complaint:

By Phone: 0141 336 3211

By post: Allied Vehicles Limited – The Minibus Centre, 230 Balmore Road, Glasgow, G226LJ.

By Email: compliance@alliedvehicles.co.uk

When you write to us

Please tell us:

• Your name and address, or the name and address of the complaint if you are complaining on someone else’s behalf and your relationship to them;
• Your customer reference number;
• Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you;
• A clear description of your concerns or complaints; and
• Details of what you would like us to do to put things right

Complaints Handling Procedure

The following is a summary of how Allied Vehicles Limited trading as The Minibus Centre deals with complaints:

We aim to resolve complaints quickly and fairly. Where possible, we aim to resolve complaints by close of business on the next business day using our early resolution procedure.

If it is not possible to resolve your complaint through the early resolution procedure, we shall send to you as soon as possible, and in any event, within 3 business days of receiving the complaint, an acknowledgement in writing.

Your complaint will be referred to the complaints officer, who will investigate the complaint promptly, thoroughly and impartially. If your complaint refers to the actions of a third party, we will ask that party to investigate and report back to us, to enable us to fully respond to your complaint. In the event that we do seek input from a third party, we shall notify you of this and keep you updated. In some circumstances where the third party is solely responsible for the complaint, we will refer the complaint to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances Allied Vehicles Limited trading as The Minibus Centre will have no further obligation to deal with your complaint in accordance with its complaints procedure.

You will receive a response as soon as possible and in any event, within 8 weeks of Allied Vehicles trading as The Minibus Centre receiving your complaint. In the unlikely event your complaint remains unresolved within eight weeks, we will advise you in writing why we are unable to offer a final response and when we expect to be able to do so. We will also provide you with details of the Financial Ombudsman Service together with an explanatory leaflet. This will enable you, if you wish, to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint. We have intentionally made our complaints handling procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs.

Independent Review of your Complaint

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

For your reference the Ombudsman’s website is: www.financial-ombudsman.org.uk.

Their address is:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

0800 023 4567 (consumer helpline)

020 7964 1000 (switchboard)