Complaints Procedure
If something is not right,
we want to know.
We aim to provide a professional, clear and responsive service. If you are dissatisfied with any aspect of our service, please tell us. We will take your concerns seriously, investigate them fairly and work towards an appropriate outcome.
Our approach
Fair, considered and transparent
The Aftersales Network Limited is committed to handling complaints promptly, objectively and consistently. A complaint also gives us an opportunity to understand what happened, identify whether anything needs to be put right and improve the way we work.
Making a complaint
How to contact us
You can make a complaint by email, telephone or post. You do not need to use particular wording or complete a special form. Simply tell us what has happened and why you are dissatisfied.
Email us
Please include Complaint in the subject line where possible.
Call us
Tell us that you wish to make a complaint.
Write to us
Complaints Manager
The Aftersales Network Limited
10 Deer Park Way
Waltham Abbey
Essex EN9 3YL
What information should you provide?
Providing the following information can help us investigate efficiently. However, you should still contact us even if you do not have everything available.
- Your name and contact details
- Your company name, where relevant
- Any relevant application or case reference
- A clear description of what happened
- When the issue occurred
- How you would like the matter put right
Our process
What happens after you complain?
We will consider the circumstances of your complaint, the information available to us and any relevant regulatory requirements before reaching our decision.
We record your complaint
Your complaint will be recorded and directed to the appropriate person for review. We will identify the issues raised and any applicable regulatory timescales.
We acknowledge it
We will provide a prompt written acknowledgement so that you know your complaint has been received and is being dealt with.
We investigate
We will review relevant correspondence, records, documents and other available evidence. Where necessary, we may contact you for clarification or further information.
We reach a fair outcome
We will consider whether your complaint should be upheld, partially upheld or not upheld and whether any remedial action or redress is appropriate.
We explain our decision
We will communicate the outcome clearly and explain the reasons for our decision. Where applicable, we will also explain your right to refer the matter to the Financial Ombudsman Service.
Timescales
How quickly will we respond?
We will seek to resolve complaints as quickly as reasonably possible while allowing sufficient time for a proper investigation.
Acknowledgement
We will provide a prompt written acknowledgement that your complaint has been received and is being dealt with.
Early resolution
Where an applicable complaint is resolved by close of business on the third business day following receipt, we may issue a Summary Resolution Communication confirming the outcome and any relevant Financial Ombudsman rights.
Final response
For most complaints subject to the FCA’s standard complaint rules, we will provide a final response within eight weeks. Different regulatory timescales can apply to certain types of complaint.
Accessibility & support
Tell us if you need us to adapt the way we communicate
We recognise that individual circumstances can affect how someone is able to engage with the complaints process. Please tell us if there is anything we can reasonably do to make communication easier for you.
- Allow additional time where appropriate
- Use an alternative communication method
- Provide clearer or more accessible information
- Communicate through an authorised representative
- Avoid asking you to repeat information unnecessarily
- Take account of relevant vulnerability or support needs
Independent escalation
Financial Ombudsman Service
If you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Financial Ombudsman Service, provided that you are an eligible complainant and the complaint falls within its jurisdiction.
The Financial Ombudsman Service is independent and its service is free to eligible complainants. For most complaints, a referral normally needs to be made within six months of the date of our final response, subject to the Ombudsman’s rules and any applicable exceptions.
Our final response will explain your referral rights where they apply. The Financial Ombudsman Service itself determines whether it is able to consider a particular complaint.
Exchange Tower
London E14 9SR
Useful information
Frequently asked questions
Do I have to put my complaint in writing?
Do I have to use the word “complaint”?
Can someone complain on my behalf?
Will making a complaint affect my existing finance application?
Can every business complain to the Financial Ombudsman Service?
What if my complaint involves a lender or another firm?
Related information
Useful policies and contact information
These pages provide additional information about contacting us, how we handle personal information and how this website operates.
Need to raise a concern?
Please contact us. The sooner we understand what has happened, the sooner we can consider the matter properly and work towards an appropriate outcome.
