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Complaints Procedure Leaflet

Our Commitment To You

At B V Rees Limited each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Should you have any complaints regarding employees and/or any services performed by us you should in the first instance inform us of the nature of the complaint by email to bvrees@bvrees.com for the attention of Mr. E. W. Rees (Managing Director), or by recorded delivery to the following address:

Mr. E. W. Rees (Managing Director), Abbey Garage, St. Dogmaels, Cardigan. SA43 3DX

We will deal with any complaint promptly, effectively and in a positive manner.

B V Rees Limited Complaints Procedure

1) We will acknowledge your complaint within 5 working days of receipt of your complaint.

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

          Financial Ombudsman Service (FOS)

          South Quay Plaza

          183 Marsh Wall

          London

          E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

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

B V Rees Ltd 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 B V Rees Ltd to act as a credit broker, not as 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 can introduce you to a selected panel of lenders, which includes Fiat Financial Services. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to Fiat Financial Services, 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 be make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and Fiat Financial Services 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, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.