Pledge to our Customers:
- We promise to be clear and transparent in all communications
- If a customer has an issue due to an omission of ours we will take full responsibility
- We won’t consider the value of a customer based on a short term relationship, but consider the long term and the mutual value it will bring
- We will ensure that our team are professional, well trained and courteous at all times
- When we commit to resolve a complaint we will follow through with diligence and focus
- Whenever contacted with a complaint, we promise to respond in a prompt and effective manner
- We promise to create a friendly and helpful customer environment
- Our advice and recommendations will always be focused on the needs of the customer
- As a business, we commit to undertake our social, community and environmental duties
How do we define a complaint?
A complaint is an expression of dissatisfaction, whether written or oral, and whether justified or not, from or on behalf of an eligible complainant about the provision of, or failure to provide a product or service.
Process for Complaint Car Sales or Aftersales Service
- To register a complaint please contact customercare@acorn-group.co.uk
- If your complaint is not dealt with satisfactorily, the next stage is to write to us including any responses you have had from us to;
Customer complaints, Acorn Group, Cannock Road, Chase Terrace, Burntwood, Staffs, WS7 1JS or email us at customercare@acorn-group.co.uk
- We commit to respond to written complaints within 1 week
- If you feel that all avenues of resolution have been explored, without success you can take external advice through the Motor Ombudsman
www.motorombudsman.org email: consumer@tmo-uk.org
- However, we are confident that our internal process should provide satisfactory resolution and avoid avenues of external redress.
Finance Related Complaints
Finance related complaints sometimes take longer to resolve as they involve third party providers. Complaints should be placed in writing via email or post to;
Customer complaints, Acorn Group, Cannock Road, Chase Terrace, Burntwood, Staffs, WS7 1JS
Or customercare@acorn-group.co.uk
We commit to respond to written complaints within 1 week.
Where the matter is complicated in its nature, we may require an extension to our normal periods of promised resolution. However if this is the case we promise to keep the customer informed as the matter progresses.
Regulated Complaints Post: 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. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk.
How to contact us
If you have any questions, comments or requests regarding this Policy, please feel free to contact us directly on 01543 685656 or customercare@acorn-group.co.uk or write to us at: Data Protection Officer, Acorn Group Ltd, Cannock Road, Chase Terrace, Burntwood WS7 1JS
By post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD By 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. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk.
The Financial Conduct Authority (FCA) (the regulator that regulates loans in the consumer motor finance sector) is reviewing the historical use of ‘discretionary commission arrangements’ between lenders and motor dealers who act as credit brokers (for example, we act as a credit broker when we arrange some loans with consumers). Generally, discretionary commission arrangements were arrangements where the broker was allowed by the lender to adjust the interest rates they offered customers for car finance and the broker’s commission was linked to the interest rate that was set. The review is not focused on any particular dealer or lender, but is a review of the motor finance sector generally.
Whilst it carries out its review, for complaints that could be affected, the FCA has introduced a temporary pause to the 8-week deadline that we usually have to respond to complaints. This pause started on 11 January 2024 and will continue until 25 September 2024. Following the pause, we will have the remainder of the 8-week deadline to provide customers affected with our final response. For complaints that could be affected, the FCA has also implemented an extension to the usual 6-month period that complainants have to escalate their complaint to the Financial Ombudsman Service (FOS). Complainants will have 15 months to escalate their complaint to FOS instead.
This pause only impacts complaints where the credit agreement was taken out before 28 January 2021 and involved a discretionary commission arrangement. Complaints not affected by the pause will continue to be dealt with in accordance with our usual processes. For further details about our complaints processes, you can refer to www.acorn-group.co.uk/complaints-procedure
If you have a complaint that may be affected by the review, we will let you know and explain the consequences of this.
If you would like any further information about the reasons for the pause and extension, you should visit www.fca.org.uk/car-finance-complaints