It is the aim of Xcite Salary Sacrifice to provide a very high standard of service to everyone we deal with. In order to do this, we need to hear from you if you have any comments on our products or services.
When something goes wrong, we need you to tell us about it. Not only will your feedback allow us the opportunity to try to put things right, but also help us to improve our standards going forward.
This Policy explains how we will deal with any complaints. It also tells you what you can do if you feel your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.
To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
We will try to resolve your complaint immediately; however, sometimes, this may not be possible.
We will keep you informed of the progress of our investigations and provide our final response in writing, providing our finding and the action to then take.
To register a complaint please contact us via the following channels:
Email – salary.sacrifice@xcitecarleasing.co.uk
Telephone – 01722 548 200
Writing – Xcite Salary Sacrifice, Milford House, Milford Street, Salisbury, Wiltshire, SP1 2BP
It is the aim of the Company to resolve informal complaints immediately, or at least within the first 72-hours. Such complaints and issues will have a quick, but informative response (Summary Resolution Letter (SRL)) and do not need to have an investigation or enter the formal complaint process.
No matter how small or informal the complaint, if a satisfactory resolution has not been achieved within 3 working days of the complaint being raised or identified, the issue is entered into the formal complaint process.
If we cannot resolve your complaint within four weeks of receipt, we will write to update you about our investigation and to inform you when we will send our final response with our decision.
If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is.
When we write to advise you that we have received your complaint, we will tell you the name and job title of the person who is dealing with your complaint. If you have any queries while we are dealing with your complaint, you should contact the person stated in our correspondence.
We will deal with your complaint as quickly as we can. If we have to make a lot of enquiries to investigate your complaint, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information.
While we investigate your complaint, we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review.
We will only use the personal details you give us (when you make a complaint, or later on) to help us deal with your complaint as set out in this Policy. The way we use your personal details will comply fully with the Data Protection Act 1998.
When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.
We will assess complaints according to the law and the guidance produced by our regulators; The Financial Conduct Authority.
If we can’t reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.
A copy of the Financial Ombudsman Services’ explanatory leaflet will accompany our final response letter.
If you disagree with our decision we would encourage you to contact us.
If you have a regulated contract with us you may be eligible to refer the matter to the Financial Ombudsman Service with your comments. You must do this within six months of receiving our final response.
You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.
You can contact the service by writing to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You can also phone them on 08000 234 567 or 03001 239 123
Website: www.financial-ombudsman.org.uk
Alternatively, as we are a member of the BVRLA, you can contact them and make use of their conciliation service.
You can use this service by writing to:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
Via fax: 01494 434 499
Via email: complaint@bvrla.co.uk
Website: www.bvrla.co.uk
This policy should be reviewed no less than annually and in the event of any regulatory changes.
All reviews will be conducted and approved by directors: Simon Naylor, Tim McNally and Spencer Blake.
