Purpose

The purpose of this policy is to outline how we handle complaints as a company, and the expectations and regulatory requirements that must be followed. At Flamingo Car Finance, we like to ensure that our consumers receive the best service possible, and a product that fits their demands and needs. We are determined to treat our customers fairly throughout all of our processes, and this is included within our responsibilities when handling a complaint.

This policy will detail how a consumer can make a complaint, the internal responsibilities of how staff must handle and log a complaint and the steps that we will take once this has been done. It will also list how we handle unwinds and SQ issues.

Definition

As per FCA material, they define a complaint as the following

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

Customer Complaints Procedure

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied with the service or products, it’s important to us that this is dealt with objectively, fairly and as quick as we are able to.

The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know –

• E: info@flamingocarfinance.co.uk
• T: 01253 530657

We kindly ask that so we can look into your complaint as quickly as possible that you include as much detail as you can, however if we are missing anything we will be in touch.

If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolutions response from ourselves, which will detail our outcome and findings.

In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our response will include detailed information of your complaint, our investigation and the resolution we have come to.

If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.

• W: www.financial-ombudsman.org.uk
• T: 0800 023 4567
• P: Exchange Tower, Harbour Exchange, London, E14 9SR

Review

This policy, along with our complaints procedure will be reviewed on at least an annual basis. Any updates will be reissued to our team, along with any training to ensure they fully understand the changes that have been made.