Complaints Policy of WhateverWheels Limited

WhateverWheels Limited views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us.
• To make sure everyone at WhateverWheels Limited knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WhateverWheels Limited.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in WhateverWheels Limited. A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use Whateverwheels' Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility & Review

Overall responsibility for this policy and its implementation lies with the Manager. This policy is reviewed regularly and updated as required.

Adopted on: 28/04/2023
Last reviewed: 21/08/2025

Complaints Procedure of WhateverWheels Limited

Publicised Contact Details for Complaints

Written complaints may be sent to:
Mr Davis, WhateverWheels Limited, 8 Glebe Street, Great Harwood, Blackburn, Lancashire, BB6 7AA
or by e-mail at Management@whateverwheels.co.uk.

Verbal complaints may be made by phone to 01254 438026 or in person to any member of staff.

Receiving Complaints

Complaints received by telephone or in person need to be recorded. The person who receives the complaint should:

• Write down the facts of the complaint.
• Take the complainant's name, address, email address and telephone number.
• Note down the relationship of the complainant to WhateverWheels Limited.
• Tell the complainant what will happen next and how long it will take.
• Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in their own words.

Resolving Complaints

In many cases, a complaint is best resolved by the person responsible for the issue. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Mr Davis within one week.

Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally, complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Additional Guidance for Verbal Complaints

To ensure a smooth process, please follow this guidance when handling verbal complaints:

• Remain calm and respectful throughout the conversation.
• Listen carefully, allowing the person to talk about the complaint in their own words.
• Do not debate the facts initially, especially if the person is angry.
• Show that you have understood the complaint by reflecting back what you have noted down.
• Acknowledge the person's feelings (e.g., "I understand that this situation is frustrating for you") without making any admission of fault.
• Apologise if an apology is deserved.
• Ask the person what they would like done to resolve the issue.
• Be clear about what you can and cannot do, how long it will take, and why requests cannot be met.
• Inform the person about any available avenues of review or appeal.

Finance & Workshop Complaints

If your complaint relates to one of our finance products, the first step is for us to understand your complaint. You can contact us via our workshop at 01254 438026, by post at WhateverWheels Customer Care, Lower Philips Road, Blackburn, Lancashire, BB1 5QN, or by email at management@whateverwheels.co.uk. Please provide your name and contact number where we can get in touch with you between the hours of 9am - 5 pm Monday to Friday.

We will promptly acknowledge your complaint in writing, investigate it, and endeavour to send you a final response within 8 weeks of receipt. If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman. You must do so within six months of the date of our final response letter. You can contact them:

• By phone: 0800 023 4567
• By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
• By Email: complaint.info@financial-ombudsman.org.uk

If your complaint relates to our workshop and we are unable to resolve it using our own complaints procedure, as we are a Which? Trusted Trader, we use the Dispute Resolution Ombudsman for dispute resolution. To refer the complaint to the Ombudsman, please contact Which? on 0117 456 6031. You can find more information about their ADR services at www.disputeresolutionombudsman.org/which-trusted-traders-partnership/.