The model below shows the procedure which we follow to deal with any complaints made about or service or services. Please note that this model only complies with the minimum standard laid down by UK Carline Limited.
Model:
1. We have appointed Jillian Culshaw, jillc@ukcarline.com to deal with complaints. If you have a question or if you would like to make a complaint, please don’t hesitate to contact her.
2. If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Jillian Culshaw. Once we have received your written complaint, Jillian will contact you in writing within five days.
3. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.
4. Within four weeks of receipt of your written summary, Jillian will write to you, to inform you of the outcome of her internal investigation into your complaint and to let you know what actions we have taken or will take.
5. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, feel free to contact Mr David Culshaw UK Carline Limited, Sunnybank House, Bilsborrow Lane, Bilsborrow, Preston. PR3 0RN who will personally conduct a separate review of your complaint and contact you within Fourteendays to inform you of the conclusion of this review.
6. If you remain dissatisfied with any aspect of our internal handling of your complaint and/or separate review, then we can discuss whether we can agree to go to mediation according to either the Centre for Effective Dispute Resolution (CEDR) or the mediation process run by the Financial Services Ombudsman.
* The time limits are recommendations, to ensure that complaints are dealt with promptly.