Complaints Procedure

Details of our complaints procedure

Providing an excellent customer service is important to Grays Garage Ltd and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain. If this happens, we will do everything we can to speedily resolve the problem.

We will endeavour to resolve your complaint within 3 working days; if we are unable to achieve this to your satisfaction we will then follow our internal complaints procedure. In both instances, if you are not entirely satisfied with the decision, you may be entitled to refer it to the Financial Ombudsman Service (FOS)

We may need to carry out further internal investigations; if these are required we will send you a notice of investigation, this letter will include:

The name and job title of the individual handling your complaint
Our Firm Reference Number 309836
A timescale for when we will correspond further, which will be no more than 8 weeks from the receipt of your complaint; and
A copy our complaint handling procedure.
In the unlikely event that our investigations require longer than 8 weeks, we will:

Write to you to explain why we are not yet in a position to respond to your complaint
Indicate when we will make further contact
Notify you that you may refer the complaint to the Financial Ombudsman Service
Provide you with the website address of the Financial Ombudsman Service; and
Enclose a copy of the Financial Ombudsman Service explanatory leaflet
Once our investigations are complete we will write to you with our response, this will be either a final response or an offer letter, depending upon the circumstances of your complaint.

A Final Response is where we:

Believe we have fully addressed your complaint
Notified you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response and that you must do so within 6 months (from the date of the final response);
Provided you with the website address of the Financial Ombudsman Service; and
Enclosed a copy of the Financial Ombudsman Service explanatory leaflet
An Offer Letter is where:

We consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.
We will consider a complaint closed when:

We have sent you a final response; or
You have indicated in writing that you accept our offer or response
For your information

The Financial Services Ombudsman Service South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR
0845 0801800
www.financial-ombudsman.org.uk