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Boyton Cross Motors Ltd T/A North City Autos

Complaints handling policy


1. Purpose and Scope

Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Boyton Cross Motors Ltd and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:
 

  • Our standards
  • How to complain
  • How to contact us
  • What to do if you remain dissatisfied


2. What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

3. Our Standards
 

  • We treat all complaints seriously, whatever format they are received in
  • You will be treated with courtesy at all times
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
  • We will keep you updated and let you know when we expect to be able to reply in full
  • Complaints received are logged and analysed for business improvement


4. How to complain

Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

5. What information is required when making a complaint?

Please provide the following:
 

  • Your name, and contact details
  • Vehicle registration, make and model, if applicable
  • Nature of the complaint
  • Dates and times, where known
  • Copies of any supporting documentation, if available


6. How to contact us?

Boyton Cross Motors Ltd T/A North City Autos

Tel: 0208 524 8855

Sales E-mail:   sales@northcityssangyong.co.uk

Service E-mail:  service@northcityssangyong.co.uk


7. What to do if you remain dissatisfied?

We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to Financial Ombudsman Service.

To contact the FOS, please call: 0300 123 9123 or visit https://www.financial-ombudsman.org.uk/

Or alternatively, you can write to the FOS via:

Financial Ombudsman Service
Exchange Tower, London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

8. Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.

9. Quality Controls

Complaints are analysed quarterly by the Compliance Department for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.

 

We must ask for your assistance in taking the following actions for your website:

Complaints where you are operating under Automotive Compliance’s FCA permissions, the following contact details need to be on this page for complaints:

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

Financial Ombudsman Service, the following information must also be added to this page: 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

 

Boyton Cross Motors Ltd T/A North City Autos is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Boyton Cross Motors Ltd T/A North City Autos to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.

 

 

If you are unhappy with our service and you wish to register a complaint, please contact us: In writing at North City SsangYong, 174 – 180 Station Road, Chingford, London E4 6AN; By phone on 0208 524 8855 or by email at info@northcityssangyong.co.uk providing your contact information and details of your complaint. We will answer any complaints as quickly as possible but always within eight weeks. If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Company Info: Boyton Cross Motors Ltd, Chelmsford Road, White Roding, Dunmow, Essex, CM6 1RG

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VAT Number - 711492651 | Company Number - 05849616 | FCA Number - 663346

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