Complaints Information for Customers
Complaints Officer Contact Details
Name: Customer Services Department
Telephone: 0141 336 3211
Address: 230 Balmore Road, Glasgow, G226LJ.
E-mail: compliance@alliedvehicles.co.uk
We are an Appointed Representative of Product Partnerships Limited (PPL) (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below.
Contact details:
Address: Product Partnerships Limited, Second Floor, Atlas House, 31 King Street, Leeds LS1 2HL.
Email address: info@productpartnerships.com
How we handle complaints
We aim to provide a very high standard of service to every client or customer. We are committed to resolving all complaints as quickly as possible, with a strong emphasis on thoroughness, fairness, and delivering good outcomes for our clients and customers.
Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the Senior Management if the Complaints Officer is unavailable. Both PPL and our Complaints Officer are responsible for ensuring that we thoroughly investigate any complaints.
On receipt of a complaint we will:
• Acknowledge your complaint within five days
• We may make contact to seek clarification on any points where necessary
• Fully investigate the complaint
Adviser, Provider or Quality of Goods
When a complaint is made we will need to establish whether or not your complaint relates to the information given, the customer service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.
If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.
Complaints Information for Customers
Investigation
The Complaints Officer will establish the nature and scope of your complaint, with due regard to the Financial Conduct Authority’s expectations and a strong focus on achieving good customer outcomes. This includes ensuring that:
• Complaints are dealt with promptly, fairly, and with appropriate care and attention.
• Complainants receive clear, transparent replies, and where appropriate, fair redress that reflects the impact of the issue.
• The resolution process supports positive outcomes for customers, helping to maintain trust and confidence in our services.
Complaints settled within three business days – Informal Complaints Process
Complaints that can be settled to your satisfaction within three business days can be recorded and communicated via an informal process.
If a solution to your complaint is proposed and you confirm your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
(1) refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
(2) We will confirm that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service (FOS);
Complaints which cannot be resolved within three business days
Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:
• Send you an acknowledgment letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution;
• Provide you with details of our complaints handling procedures;
• Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;
• Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing the findings of our investigation into your complaint , actions we will take to resolve the issue (where appropriate) and if any redress will be offered.
Final response
Our final response letter will set out clearly our decision and the reasons for it. If any financial compensation is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.
Complaints Information for Customers
We will include details of the FOS in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.
If we cannot resolve the complaint within eight weeks
While we always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to you. We will inform you of the reasons for the further delay and advise that if you are not satisfied with our progress you may be entitled to refer the complaint to the FOS.
Financial Ombudsman Service (FOS)
It is our policy to treat all customers fairly, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
Eligible complainants are:
• A consumer
• Companies within the definition of a microenterprise
• Charities with an annual income of under £6,500,000
• Trustees of a trust with assets of under £5,000,000
• A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
• A guarantor
The Financial Conduct Authority complaints rules apply to complaints:
• made by, or on behalf of an eligible complainant;
• relating to regulated activity;
• involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience;
We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.
The contact details for FOS are:
• Address: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
• Telephone: 0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile)
+44 20 7964 0500 (if calling from abroad)
• Email: complaint.info@financial-ombudsman.org
• Website: www.financial-ombudsman.org
How to contact us
Here is how you can contact us should you have a complaint:
Minibus Centre
By phone: 0330 191 6402
By Email: info@theminibuscentre.com
By Post: Minibus Centre, Allied Vehicles Limited, 230 Balmore Road, Glasgow, G22 6LJ.
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
