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QUALITY AND COMPLAINTS POLICY

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COMPLAINTS PROCEDURE

Introduction

Our aim is to deliver world class customer service and we believe in treating every customer fairly and equally. Our customers’ views are important to us. If you are in any way dissatisfied it is important you let us know.

How to make a complaint

We take complaints very seriously and we promise to deal with your complaint promptly and in a fair and honest way. If you wish to make a complaint please give us detailed and dated information so we deal with your complaint effectively. If we need further information we will ask.

You can complain to our Customer Relationship team using the following:

• Telephone – 01525 717 695
• By e-mail – [email protected]
• Post this to us at the following address: Customer Relations, The Taxi Shop, Station Road, Ampthill Business Park, Ampthill MK45 2QY

We will acknowledge your complaint in three working days and have up to eight weeks to fully investigate. We will try and keep you updated and try to reach a solution for you. When we have fully investigated your complaint we will issue a final letter which will explain our investigation and conclusion. If we need more time we will advise you.

If you are an eligible complainant and do not agree with out resolution you may wish to refer to:

• The Financial Ombudsman, or
• The Financial Conduct Authority