Our Promise
Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason to log a complaint with us, this is what will happen;
· We will do our very best to put things right as quickly as possible.
· Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
· No matter how you choose to tell us about your complaint, whether it is by phone, in branch, online or in writing, we commit to bringing the issue to a complete resolution.
Ways to Make a Complaint
You can make a complaint either verbally, in writing, by visiting us, calling 01670 81319, or emailing us at enquiries@tustainmotors.co.uk
If you want to make a complaint about our finance or insurance services then please direct this in writing to enquiries@tustainmotors.co.uk.
How we will handle your complaint
We will do all that we can to resolve your complaint the same day no matter how you communicate this to us. It may take up to 30 days to provide a full response and we may need to call you to request further details to assist our investigations. Once we have all of the information we need and have investigated your concerns, we will issue you with a full and final response within no later than 8 weeks.
If there are circumstances where we cannot issue a final response in this timescale, we will confirm this to you in writing. We will keep you fully updated with all our investigations.
Financial Services Ombudsman
We will issue you a final response to your complaint. If you are still dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service free of charge – but you must do so within 6 months of the date of our final response.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes the delay was as a result of exceptional circumstances. Their contact details are as follows:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square,
London, E14 9SR
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Finance Conduct Authority (FCA) investigation into Discretionary Commission Agreements (DCAs)
Ruling 11.01.2024 /Paused Response Complaints:
Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the Financial Conduct Authority communication dated 11 January 2024, we will pause our response timeframe for a 37 week period, until at least the 25 September 2024. You can find more details in relation to the paused response time process here: https://www.fca.org.uk/carfinance. Our final response will advise you of your extended 15 month right to refer your complaint to the Financial Ombudsman Service.
