Complaints Policy

Players Cars Ltd – Complaints Policy

At Players Cars Ltd, we are committed to providing a high-quality, transparent, and accessible service to every customer. We recognise that occasionally things can go wrong, and when they do, we want to put them right quickly and fairly.

We welcome feedback, including complaints, as an opportunity to learn and continually improve our service.

1. Our Commitment

We aim to:

• Handle all complaints promptly, fairly, and consistently.
• Resolve matters within the timeframes set out under the FCA’s Dispute Resolution: Complaints (DISP) 1.5rules.
• Ensure all customers, including those who may be vulnerable, are treated with care and understanding.
• Use feedback from complaints to identify improvements to our processes, training, or communication.

We take all complaints seriously, whether raised by email, telephone, post, or in person.

2. Our Standards for Handling Complaints

• Complaints can be made in writing, by email, by phone, or verbally.
• We will treat all complainants with courtesy, respect, and fairness.
• Complaints are handled in confidence and in line with UK GDPR and the Data Protection Act 2018.
• We will acknowledge receipt of your complaint within one working day.
• We aim to provide a full response within two working days wherever possible.
• If your complaint is complex and requires further investigation, we will explain the reason for the delay and keep you updated regularly until a final response is issued.

 

3. FCA DISP 1.5 & DISP 1.6 – Regulatory Timeframes and Standards

In accordance with FCA DISP 1.5 and DISP 1.6, Players Cars Ltd will:

• Acknowledge all complaints promptly.
• Where a complaint can be resolved to the customer’s satisfaction by the close of the third business day following receipt, we may issue a Summary Resolution Communication in accordance with FCA DISP 1.6 instead of a Final Response Letter. The Summary Resolution Communication will confirm that we believe the complaint has been resolved, explain that the customer may still refer the complaint to the Financial Ombudsman Service (where eligible), and provide details of how to do so.
• Investigate and assess each complaint fairly, consistently and competently.
• Send a Final Written Response within 8 weeks of receipt of the complaint where the complaint has not been resolved by the close of the third business day.
• Where a Final Response cannot be issued within 8 weeks, we will:
• Explain the reason for the delay; and
• Inform the customer of their right to refer the matter to the Financial Ombudsman Service.
• If the complaint relates to a regulated finance or insurance product, we may need to refer the complaint to the relevant finance provider or insurer, who will then assume responsibility for resolving it in accordance with FCA DISP requirements.

4. Third-Party Representation

If you would like a third party to act on your behalf (for example, a friend, relative, or solicitor), please provide written consent confirming your authorisation. In certain cases (such as legal representatives with existing authority), additional consent may not be required.

5. Confidentiality

All complaints are handled in accordance with the Data Protection Act 2018 and GDPR. Information will only be shared where necessary to resolve the complaint or if required by law or regulatory authority.

6. How to Make a Complaint

You can contact us in the following ways:

Email: [email protected]

Phone: 0113 531 0130

Post: Players Cars Ltd, 110 Gelderd Rd, Leeds, LS12 6BY

When submitting a complaint, please include:

• Your full name and contact details
• Details of your order, agreement, or vehicle
• A clear description of your complaint
• Any relevant documents or evidence

7. How We Will Respond

• All complaints are managed by our Customer Experience Team, who will ensure your case is monitored until resolution.
• Where the complaint falls under the responsibility of a finance provider, we will acknowledge your complaint and forward it to them for investigation in line with FCA rules.

·       Where the complaint is resolved to the customer’s satisfaction by the close of the third business day following receipt, we will issue a Summary Resolution Communication where appropriate in accordance with FCA DISP 1.6. Where the complaint requires further investigation, we will issue a Final Written Response within 8 weeks in accordance with FCA DISP 1.5.4R.

• Our written response will outline our investigation, findings, and any actions or remedies we propose.

8. If You Remain Dissatisfied

If you are not satisfied with our final response, or if we have not responded within 8 weeks, you may refer your complaint to the appropriate independent dispute resolution service:

Financial Ombudsman Service (FOS) - The Financial Ombudsman Service (FOS) six-month rule requires you to refer your complaint to the Financial Ombudsman Service within 6 months of the date on the final response letter sent by the financial business. 

For complaints relating to regulated finance or insurance products.

🌐 www.financial-ombudsman.org.uk

0800 023 4567 or 0300 123 9123

[email protected]

Exchange Tower, London, E14 9SR

The Motor Ombudsman

For non-finance related motor complaints.

🌐 www.themotorombudsman.org

0345 241 3008

[email protected]

71 Great Peter Street, London, SW1P 2BN

BVRLA Conciliation Service (ADR)

For complaints relating to vehicle rental, leasing or fleet management.

🌐 www.bvrla.co.uk

[email protected]

Address - River Lodge, Badminton Court, Amersham, HP7 0DD

The BVRLA Conciliation Service acts as an independent ADR body approved by the government to resolve disputes between BVRLA members and their customers.

9. Remedies

When we make a mistake, we will:

• Accept responsibility and apologise.
• Explain what went wrong and why.
• Take corrective action to put things right.
• Use the feedback to improve our policies or processes.

Where appropriate, we may offer a goodwill gesture or compensation for proven financial loss or inconvenience.

10. Compensation

Compensation is not automatic and will only be considered where evidence demonstrates a direct or indirect financial loss caused by our action or omission.

Any compensation decision will be communicated in writing with a clear explanation.

11. Vexatious or Abusive Complaints

While we take every complaint seriously, Players Cars Ltd reserves the right to take appropriate measures where complaints become vexatious, persistent, or abusive, in order to protect our staff and resources.

Our Vexatious Complaints Handling Policy is available on request.

12. Reasonable Adjustments

We are committed to equal access for all customers.

If you require information in an alternative format (e.g. large print, audio) or need additional support due to vulnerability or disability, please let us know so we can make reasonable adjustments.

 

Players Cars Ltd

Committed to fair, transparent and professional service in accordance with FCA and BVRLA standards.