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Complaints Policy

Internal Complaints Handling Procedure
Used Car Dealership – FCA Compliant
Effective Date: 10 April 2026
Review Date: 10 April 2027

1. Purpose
This policy sets out how Whitethor Ltd handles customer complaints in compliance with FCA rules and the principles of Treating Customers Fairly. It ensures a consistent, fair, and timely approach to resolving customer concerns.

2. Definition of a Complaint
As defined by the FCA, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or redress determination.

3. How Complaints Can Be Made
Customers can make a complaint via: Mo Benlaadar
- In person at our dealership
- Telephone: 01530 443011
- Email: whitethorcarsales@outlook.com
- Post: Whitethor Ltd, 337 Ashby Road, Coalville, Leicester, LE67 3LH

4. Complaints Handling Process
Upon receiving a complaint, we will:
1. Acknowledge receipt of the complaint promptly (within 5 business days).
2. Investigate the complaint thoroughly and fairly.
3. Keep the customer informed of progress.
4. Aim to resolve the complaint within 8 weeks.

5. Final Response
Once the investigation is complete, we will issue a Final Response letter, which includes our findings, decision, and any redress being offered. If the complaint is not resolved within 8 weeks, we will write to the customer explaining the delay and informing them of their right to refer the matter to the Financial Ombudsman Service (FOS).

6. Financial Ombudsman Service (FOS)
If a customer is dissatisfied with our response or if the complaint remains unresolved after 8 weeks, they may refer their complaint to the FOS:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

7. Record Keeping
All complaints and the steps taken to resolve them will be documented and stored for a minimum of 3 years. This includes complaint details, investigation notes, correspondence, and final outcome.

8. Monitoring and Review
Complaints will be reviewed regularly to identify root causes and trends. This process helps us improve our services and ensure continued compliance with FCA requirements.

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Contact Details

337 Ashby Road
Coalville
Leicester
Leicestershire
LE67 3LH 01530 443011 07512 015669

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