Complaints Procedure

NCC COMPLAINTS PROCEDURE

Maple Leisure Limited is a member of the NCC and as such is required to maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint.

Our procedure is as follows:

1. If you want to make a complaint:
   1. We will acknowledge your complaint, in writing or by phone, within 2 working days of receipt.
   2. We will issue an initial response or a final decision, in writing, as soon as possible or at the latest within 10 working days of complaint receipt.
   3. If we issue an initial response and you notify us that it does not resolve your complaint, we will issue a final decision, in writing, as soon as possible or at the latest within a further 5 working days.
   4. In all instances, if we justifiably need more time to investigate and manage your complaint (e.g.: because it involves another party), we will provide written reasons why and an estimate of the date when we expect to be able to issue an initial response or final decision.
   5. We will keep a complaints log which will be available for inspection by the NCC on request.

 

2. We will keep you informed either by letter or e-mail, whichever you prefer.

 

3. For all complaints we will provide either a response and/or a final decision in writing. Any final decision will include details of the NCC Informal Dispute Resolution Service and the Independent Case Examiner (the ICE) in case you require independent redress. Please note that the ICE will only consider complaints that have been first sent to, and considered by, the NCC Informal Dispute Resolution Service.

 

4. If you are not satisfied with our final decision, or if we exceed the response timescales you can then refer your complaint to the NCC for informal dispute resolution. If this fails to resolve your complaint or if the NCC Informal Dispute Resolution Service is not able to handle your complaint, your complaint may be eligible for escalation to the ICE.

 

 

5. We will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £60 (including VAT) will be charged by the NCC should you wish to use the Examiner service. This fee is refundable only if the Examiner finds in your favour, subject to his discretion. There are no other charges to you for using the service.

 

6. We will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Consumer Service, etc.).

 

Complaints should be sent to:

James Wood

Maple Leisure Limited

Aldbrough Road

Flinton

Hull

HU11 4NA

 

James@mapleleisure.co.uk

01964 670392

FCA COMPLAINTS PROCEDURE

Within Maple Leisure Ltd, customer satisfaction and quality service are paramount. However, we recognise that things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service. This sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.

Our Commitment We promise to:

• investigate your complaint thoroughly and, so far as within our control, promptly;
• keep you informed of progress; and
• do everything we reasonably can to help you. How to Contact us Here is how you can contact us should you have a complaint:
• By post: Maple Leisure Ltd, Aldbrough Road, Flinton, Hull, East Yorkshire
  HU11 4NA
• By email: sales@mapleleisure.co.uk
• By phone: 01964 670392

When you contact us Please tell us:

• your name and address (including email address if you are happy to communicate in that way);
• your vehicle registration number;
• a phone number where we can contact you if we need to and any times you would prefer us to contact you;
• a clear description of your complaint; and
• what you would like us to do to put things right.

If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authority before we will be able to deal with them.

Our Procedure

• We will work to resolve all complaints quickly and fairly.
• We will acknowledge your complaint in writing within five business days if we have not been able to resolve it sooner.
• Your complaint will be referred to one of our complaint handlers, who will investigate the complaint promptly, thoroughly and impartially.
• If your complaint relates to a vehicle which has been supplied under a finance agreement, the finance company is likely to want to investigate the matter itself and will gather information from us to enable it to respond fully to your complaint. We will write to tell you if the complaint has been forwarded to the finance company to deal with.
• We (and/or the finance company) will aim to let you have a final response to your complaint within 37 weeks of receipt but, if it remains unresolved after that time, you will be informed in writing why a final response has not been provided and when you should expect to receive it. Rather than await a final response, you may be able to refer your complaint to the Financial Ombudsman Service at that point, so you will also be provided with details of the Financial Ombudsman Service together with an explanatory leaflet.
• We have intentionally made our complaints handling procedure simple to follow, so that you should not have to seek any advice (for example, from a solicitor), so we (or the finance company) will not normally agree to meet any costs you incur for such advice, even if your complaint is upheld.
  
  

Independent Review of Your Complaint

The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial services firms.

The Financial Ombudsman Service will be able to tell you whether or not they can deal with your complaint.

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within 15 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 so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).

The Financial Ombudsman Service can only deal with your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service

Exchange Tower Harbour Exchange London E14 9SR

Telephone:

0800 023 4567 (calls free on mobile phones and landlines)

0300 123 9123 (consumer helpline - calls cost no more than calls to 01 or 02 number)

(18002) 0207 964 1000 (calls using next generation text relay)

+44 207 964 0500 (calls from outside the UK)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk