Our Commitment to You
At Freewheel Autos our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, and mistakes can happen. When they do, we will try to put things right as quickly as possible.
If you have a Complaint
Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.
Regulated Complaints
If your complaint is regarding regulatory activities conducted by Freewheel Autos such as introducing you to a lender to arrange finance, then the complaint should be referred directly to Automotive Compliance.
You can notify Automotive Compliance of your regulated complaint through the following channels:
By post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
By Telephone: 01452671560
e-mail: complaints@automotive-compliance.co.uk
To help deal with your complaint as quickly as possible it would be helpful if you could provide Automotive Compliance with as much information as possible about the finance product purchased.
Once your complaint is received by Automotive Compliance, it will be investigated and dealt with in the following way:
- Automotive Compliance will write to you promptly to confirm receipt of your concerns.
- Automotive Compliance will provide you with regular communication throughout the complaint investigation.
- In the unlikely event that your complaint has not been resolved at an earlier stage, a Complaint Handler will complete a review and write to you with a final response within 8 weeks of receiving your initial complaint.
If you are still dissatisfied, you can contact the Financial Ombudsmen Service (FOS) within six months of your final response of your regulated complaint.
The FOS is there to act as an impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting:
The Financial Ombudsmen Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4 567
E-mail: complaint.info@financial-ombudsmen.org.uk
Non- Regulated Complaints
If your complaint relates to another matter, then [business_friendly_name] aim to respond to your concerns within a timely manner. We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue. If you have a problem, please get in touch with us by contacting the dealership on Telephone [business_phone] or Email: [business_email link=”yes”].
We will look into what’s happened and aim to provide you with a response promptly and no later than 8 weeks after you’ve contacted us. If you’re not happy following the conclusion of our complaint handling procedure, we are accredited to the Vehicle Sales Code of Practice and you can complain to The Motor Ombudsman “TMO,” who is our certified Alternative Dispute Resolution (ADR) provider. The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern. For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.