Our Commitment to Handling Customer Concerns

Follow this link for complaints about Discretionary Car Finance Commission Arrangements.

https://www.duckworth.co.uk/news/motor-finance-dca-commission-complaints-procedure/

We always aim to achieve the highest level of customer service. We are happy to help with any problems you may have and deal with your queries quickly and efficiently. Most concerns can be dealt with immediately, however sometimes it is necessary to look into concerns with more detail. 

We take all customer concerns seriously and our process for dealing with your issue may differ depending on what the issue is.

1. Products regulated by the Financial Conduct Authority (FCA)
We will treat as an FCA product complaint (FCA Complaint) any oral or written or email 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, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. This includes all complaints made direct to our dealerships across the group.

2. Goods and non-financial services
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.

Process for all complaints
Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. Whether you have contacted the dealership or department that you have been dealing with direct,  in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern.

                                                          THE MOTOR OMBUDSMAN CODE OF PRACTICE

At Duckworth , we want to make sure you complaints are dealt with as fairly and impartially as possible. Though we work tirelessly to avoid conflict at all costs, sometimes as a business, this is inevitable. In the first instance please raise your issue directly with the dealership however if you would prefer to put it in writing please use the following postal address:

Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service (FOS). This service is free and easy-to-use and its purpose is to settle complaints between consumers and businesses that provide financial services. They aim to resolve disputes fairly and impartially, and have the power to put things right. Their consumer helpline is available on 08000234567 or 03001239123 or you can visit their website at www.financial-ombudsman.org.uk

Learn more about the Financial Ombudsman Service

Make a complaint through the Financial Ombudsman Service