HOW TO MAKE A COMPLAINT

How to make a complaint
We are committed to responding promptly and fairly to any complaints or expressions of dissatisfaction from our customers. Within this document you will find details of our internal complaints procedure, including the timeframe in which we will respond to you.

Who should you complain to?

Who you complain to depends upon where you purchased your vehicle from, as the Junction Autopark brand is made up of more than one legal entity, each with their own management and FCA licence. You can make a complaint to us in writing by letter or email, in person at one of our dealerships or by telephone; the contact details for each of our sites are below. However, regardless of the site you contact, we will always pass your complaint on to the appropriate person to ensure that it is dealt with effectively.

Address:

Junction Autopark – Llandudno:

Junction Autopark, Tre Marl Industrial Estate, Llandudno Junction, LL319PL

Telephone: 01492 585000
Email: sales@junctionautopark.co.uk

Junction Autopark – Winsford:

Junction Autopark, 38 Chester Road, Winsford, CW7 2NQ

Telephone: 01606 554101
Email: sales@junctionautopark.co.uk

What will we do next?

Our aim is to provide a satisfactory solution as quickly as possible. Therefore, we will endeavor to resolve the problem there and then. In some cases, further investigation may be required. If this is the case, we will try and provide an answer by the end of the next working day following the receipt of your complaint.

If this is not possible, we will send you a written acknowledgement within five working days of receiving your complaint. This wills state the name of the person who is handling your case along with their contact details and confirm our understanding of the nature of your concerns. Please ensure that our understanding of your complaint is correct.

When will we contact you again?

Throughout our processing of your complaint, we will provide updates either by telephone or email. If it has not been possible to fully investigate, or resolve your complaint within four weeks of receipt, we will write to you explaining why we have not been able to do so and when we expect to make further contact.

If after eight weeks we have still not provided a final response to your complaint, we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. If you are able to refer your complaint to the financial ombudsman service, we will explain the process and provide you with the necessary information. Regardless, the contact details for the financial ombudsman service are included at the bottom of this page.

What do we mean by final response?

The final response will provide you with our findings from our investigation into your complaint and we will explain whether it has been upheld or not upheld. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redress, taking into account the individual circumstances of each case. This will not always include financial redress. Our aim is to treat all customers consistently and fairly.

What happens if you remain dissatisfied?

The final response signals the end of the complaint’s procedure. However, your final response letter will contain contact details for the financial ombudsman service who you may be able to escalate your complaint to. You must do so within 6 months of our final response letter to you or the financial ombudsman may not be able to consider your complaint.

More information can be found on the ombudsman’s website https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet.

Data Protection

If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However, in order for us to correspond freely with them you will need to provide your authority to do so. This is to enable us to comply with the laws set down in the Data Protection Act 2018.

Complaints about discretionary commission agreements

On 11 January 2024 the FCA announced it was undertaking a review of historic discretionary commission arrangements in the motor finance market. This includes a pause to the normal 8 week timeframe to respond to complaints relating to discretionary commission arrangements. During this pause we will continue to investigate any complaint relating to commission but we may not respond with a final response until the FCA have concluded their investigation.

The FCA is currently consulting on a redress scheme for this matter, more information can be found on their website.

The Financial Ombudsman Service

The Financial Ombudsman Service offers a free, independent service for resolving disputes between consumers and financial services firms.

You must refer your complaint to the Financial Ombudsman Service within six months of your final response letter. If you do not do so, the Ombudsman may not be able to consider your complaint. You can contact the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk