Complaints Procedure

31.12.2016

Complaints Procedure

31.12.2016

Benham’s Complaint Handling Procedure

Benham is dedicated to delivering a 5 star service to all of our customers. We accept that occasionally something may go wrong and, on such an occasion, we aim to reinforce our commitment to customer service in how we deal with any complaint arising. We also want to learn from our mistakes to ensure we meet customers’ expectations of us in the future. Benham will deal properly with all complaints, whatever the subject of the complaint. We have an effective and transparent procedure for dealing with complaints reasonably and promptly.

We want to treat you fairly.

What is a complaint?

We define a complaint as any oral or written expression of dissatisfaction – whether justified or not – about the provision of, or failure to provide, goods or a service including a financial service (an example of a financial service provided by Benham is us introducing a prospective customer of credit finance to a provider of finance). Generally, the complaint must allege that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. If the complaint relates to a financial service, it may relate to an activity under the jurisdiction of the Financial Ombudsman Service(FOS).

How do we resolve a complaint?

Our complaint handling procedure includes:

Investigating the complaint competently, diligently and impartially. Assessing fairly, consistently and promptly: What the complaint is about; Whether it should be upheld; and What redress or remedial action, if any, should be taken. Providing fairly and promptly: A clear assessment of the complaint; and An offer of redress or remedial action, if appropriate. Ensuring any offer of redress or remedial action that is accepted is settled promptly.

How quickly do we resolve a complaint?

We aim to resolve complaints by close of the next business day whenever possible. A complaint is regarded as having been resolved where the complainant indicates that they accept our response. When complaints are resolved by close of the next business day, neither the response nor the acceptance need be in writing. Such complaints will usually be dealt with by the person to whom the complaint was originally addressed.

However, more complex complaints may take longer to resolve. In such cases, our aim is to resolve complex complaints as quickly as possible and to ensure the complainant is kept up-to-date with progress in resolving their complaint. So when we receive a complaint that is not going to be resolved quickly, we will send an acknowledgement in a written form (e.g. letter or email depending on the format used by the complainant originally) that the complaint has been received and will be dealt with. We aim to send a final response to a complainant within eight weeks of receiving the complaint. A final response is a written response that: States whether or not the complaint has been upheld; If upheld, provides an offer of redress or remedial action, if appropriate. For complaints relating to a financial service: Encloses a copy of the FOS’s standard explanatory leaflet; and Informs the complainant that if they remain dissatisfied they may now refer their complaint to the FOS and must do so within six months.

If we are unable to provide a final response within eight weeks, we shall write to the complainant explaining why and indicating when we expect to be able to provide a final response. If the complaint relates to a financial service, we shall also inform the complainant of their right to refer the complaint to the FOS and enclose a copy of the standard explanatory leaflet. We believe that Benham’s Complaint Handling Procedure is in accordance with the Financial Conduct Authority’s rules for how firms should deal with complaints relating to a financial service.

Complex complaints will usually be dealt with by a member of the Benham team outside of the area of the business that is the subject of the complaint. This member of staff will have direct access to a Benham Director for assistance and guidance.

Complaints may be given:

Verbally either face-to-face or by telephoning 01902 457000. In writing to ­Benham Wolverhampton Limited, Lever Street, Wolverhampton, WV2 1AD By email to mail@benhamwolves.bmw-net.co.uk

If you believe your complaint has not been dealt with fairly,you may want to contact our industry regulator, Motor Codes. They’re there to make sure we’ve acted reasonably and in line with industry codes. For more information, please visit www.motorcodes.co.uk