Complaints Procedure

Terms and Conditions - Complaints Procedure 

1. Introduction
1.1 These terms and conditions outline the complaints procedure for SCS Autos Ltd. ("the Company"), a car sales business based in Watford, England. By purchasing a car from us or using our services, you agree to comply with these terms and conditions.
1.2 The Company is dedicated to providing excellent customer service. We value your feedback and strive to address any concerns or complaints in a fair and efficient manner. 

2. Lodging a Complaint
2.1 If you have a complaint about a car purchase, our services, or any aspect of our business, please contact our Customer Support team as soon as possible. You can reach us by emailing us on [email protected] alternatively all the contact details provided on our website or in the relevant purchase documentation.
2.2 When making a complaint, please provide us with detailed information about the issue, including the car details, purchase date, names of involved parties, and any supporting documentation or evidence. This will help us investigate and resolve your complaint more effectively. 

3. Complaint Handling Process
3.1 Upon receiving your complaint, we will acknowledge it within 48 hours and provide you with a unique reference number for future correspondence.
3.2 Our dedicated Complaints Resolution team will thoroughly investigate your complaint. They may contact you for further information or clarification if necessary.
3.3 We aim to resolve complaints as quickly as possible. However, the timeframe for resolution may vary depending on the nature and complexity of the complaint. We will keep you informed about the progress and expected resolution time throughout the process. 

4. Resolution of Complaints
4.1 We will handle your complaint fairly, objectively, and impartially, ensuring that all parties involved have an opportunity to present their case
4.2 If we identify any errors or shortcomings on our part, we will take appropriate measures to rectify the situation and prevent similar issues from occurring in the future. 
4.3 Once we have completed the investigation, we will provide you with a written response outlining the outcome and any actions taken or proposed resolutions. 

5. Escalation Process 
5.1 If you are dissatisfied with the initial response or resolution provided, you may request a review of your complaint by a senior member of the Company. 
5.2 To escalate your complaint, please submit a written request stating the reasons for your dissatisfaction and any additional information you believe is relevant. Our Customer Support team will guide you through the escalation process. 

6. Confidentiality and Privacy 
6.1 All complaints and related information will be treated confidentially. We will only disclose details of the complaint to those directly involved in the investigation and resolution process, ensuring compliance with applicable data protection laws. 
6.2 Personal information provided during the complaint procedure will be handled in accordance with our Privacy Policy. For more information, please refer to our Privacy Policy available on our website. 

7. Complaints Regarding Credit Broking Service 
7.1 We undertake to provide the highest standard of service while acting responsibly at all times. If, however, you have a complaint regarding the credit broking service we provide you with, please let us know in person, in writing, or via telephone, and we will seek to resolve your complaint promptly. 
7.2 If you are not satisfied with our response, you may wish to escalate your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation dedicated to assisting consumers in resolving disputes with financial service providers. 
7.3 To contact the Financial Ombudsman Service, you can reach them through the following channels: 

• Write to them at Exchange Tower, London, E14 9SR 
• Telephone: 0800 023 4567 
• Email: [email protected] 
• Website: www.financial-ombudsman.org.uk 

8. Governing Law and Jurisdiction 
8.1 These terms and conditions are governed by and construed in accordance with the laws of England. Any dispute arising from these terms and conditions or related to the complaint procedure shall be subject to the exclusive jurisdiction of the courts of England. 

9. Amendments to the Complaints Procedure 
9.1 The Company reserves the right to update or modify these terms and conditions at any time. Any changes will be effective immediately upon posting the revised version on our website. It is your responsibility to review the terms and conditions periodically. 
9.2 Continued use of our services after any modifications to the complaints procedure constitutes your acceptance of the revised terms and conditions. 

10. Contact Information 
10.1 If you have any questions or require further information regarding our complaints procedure, please contact our Customer Support team using the contact details provided on our website or the relevant purchase documentation.