ESTABLISHED 1957 QUALITY USED CARS FOR OVER 65 YEARSALL-MAKES SERVICING & MOT TESTING

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Complaint Handling Procedure

Procedure - In order to deal with complaints Middlehurst Garage use and maintain a procedural process and records.

Forwarding Complaints – Where the complaint is reviewed and there are reasonable grounds to be satisfied that another firm is responsible for the matter alleged.

The complaint will be promptly forwarded to the responsible firm in accordance with DISP 1.7.1. The complainant will be issued with a final response from Middlehurst Garage explaining why the complaint has been forwarded and providing the contact details for the responsible firm.

Communication - The procedure for directing complaints to Middlehurst Garage, along with information pertaining to referral to the Financial Services or Motor Ombudsman is detailed on the Initial Disclosure Document (where IDD is required) and on the key regulatory and policy documents provided to customers via retailing clients.

It is further detailed on the Alphera Financial Services website. As per regulatory requirement, the primary Complaints Officer is also detailed on the Financial Services Register. All communications to customers will be clear, fair and not misleading.

Response Times - Middlehurst Garage and the AR network endeavour to resolve a complaint at the earliest possible opportunity. Middlehurst Garage fully recognise and work to a service standard well within the response times required by the Financial Conduct Authority:

Complaints resolved by close of the 3rd business day following receipt:

Complaints resolved by the close of the 3rd business day following receipt are only considered closed if confirmation that the eligible complainant has accepted the resolution is obtained within the period and a summary resolution letter has been issued to the complainant.

However, these complaints must still be logged and recorded to ensure accurate management information is available to enable further root cause analysis and to inform FCA reporting.

Complaints received in any department must be referred to the Customer Care Team for appropriate reporting and response.

Acknowledgement of the complaint within 5 days:

If the complaint is not resolved by the 3rd business day an acknowledgement letter will be sent to the complainant within 5 working days. The letter will summarise the procedure that will be followed to deal
with the complaint, and in the case of complaint around regulated activity will enclose the Financial Ombudsman Service leaflet entitled ‘Your complaint and the Ombudsman’.

4 Weeks – update the complainant:

We will aim to resolve all complaints quickly without comprising the quality of the investigation. Where a complaint cannot be resolved within 4 weeks the complainant will be kept informed by updating them on progress at the 4 week stage. This letter will outline the current situation and the planned course of Complaint Policy and Procedure.

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Representative Example [PCP]

An OTR Cash Price of £13,999.00 with a deposit of £2,799.80 leaving an amount of credit of £11,199.20. The agreement is resulting a Representative 10.9% APR and a total amount payable of £18,110.63. Payments are based on a duration of agreement of 60 months, with a first monthly payment of £ 190.55, regular monthly payment of £190.55 and a final monthly payment of £4,068.38.

Contact Details

Jackson Street
St. Helens
Merseyside
WA9 1AW 01744 26681

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J Middlehurst & Sons Ltd. trading as Middlehurst Garage - Registered Address: Middlehurst Garage, Jackson Street, St Helens, Merseyside, United Kingdom, WA9 1AW.
We are authorised and regulated by the Financial Conduct Authority for credit brokerage. FRN 313132

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Complaints Handling Procedure

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