Upon receipt of a complaint (whether by letter, telephone, email or in person) details will be passed on the date of receipt to the Chief Operating Officer who is responsible and has the necessary authority for dealing with such matters.
FleetConnexions will aim to send a written acknowledgment of the complaint within two business days of receipt providing the name of the individual handling the complaint for the business together with a copy of this Complaints Procedure.
Within 4 weeks of the receipt of the complaint FleetConnexions will send either:
(a) a final response; or
(b) a holding response explaining why the appointed individual(s) is not yet in a position to resolve the complaint and indicating a timescale for further contact
By the end of 8 weeks from receipt of the complaint FleetConnexions will send either:
(a) a final response setting out the findings and making reference to any regulatory or organisations with further powers to investigate; or
(b) a response with a further explanation of the delay setting out the complainants rights
Where FleetConnexions have declined a complaint or where a complaint has not been resolved within the maximum allowable period of 8 weeks (56 days) customers have the right to have their compliant case reviewed by the Financial Ombudsman Service (FOS).
Referral to the FOS must be made within 6 months of the date on the final response letter issued by AAHDL. Referral to the FOS is free for customers and is a two stage process whereby an investigator conducts an initial review and if this does not bring the complaint to a satisfactory conclusion then the case can be reviewed by an Ombudsman. The decision of the Ombudsman is final and all parties involved in the complaint are required to abide by this ruling.
The contact details for the Financial Ombudsman Service can be found below:
Financial Ombudsman Service
The Financial Ombudsman Service (FOS) can be contacted via their website www.financial-ombudsman.org.uk or by calling 020 7964 1001. Please note a complainant has six months from the date of the final response to raise a complaint with the Financial Ombudsman Service.