COMPLAINTS

Regulated Complaints

If your complaint relates to the sale of, or advice given, of a finance product regulated by the Financial Conduct Authority (FCA), then the following contact information should be used:

Post: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH

Telephone: 0845 177 2266 or 0117 440 3700

E-mail: complaints@itccompliance.co.uk

Our complaints policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

P J Nicholls Ltd adhere to the Codes of Practice set out by the Motor Ombudsman. Further information can be found at : www.themotorombudsman.org/

If you have a complaint, please contact us with the details in writing addressed to the Branch Manager.

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within 21 days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally involve passing your complaint to the General Manager who will review your case and speak to the department who dealt with you.
• Our General Manager will then either write to you with the outcome of the investigation or invite you to a meeting to discuss and hopefully resolve your complaint. This will be done normally within 14 days of sending you the acknowledgement letter.
• Within three days of the meeting (if one has taken place), our General Manager will write to you to confirm what took place and any solutions that has been agreed with you.
• If you do not want a meeting or it is not possible, our General Manager will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
• At this stage, if you are still not satisfied, you can consider contacting The Motor Ombudsman (TMO) at www.themotorombudsman.org/ who will investigate and adjudicate on the case and apply an impartial decision making process.

The TMO have their own complaints handling process, outlined here: https://www.themotorombudsman.org/wp-content/uploads/sites/9/2016/11/Customer_Guide.pdf

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk