We aim to provide a high level of service to all customers. If you feel we have not met your expectations, we want to hear from you. We are committed to handling complaints objectively, fairly, and promptly.
How to Contact Us:
To raise a complaint, please contact us by phone, email, or in writing. This allows us to resolve your issue as quickly as possible.
Contact Details:
Online at cityautosmk@gmail.com
By telephone on 07723229019
By letter to 19a dane road, bletchley, MK11JQ
What We Need From You:
Your full name and contact details
Reference number (order/contract/vehicle reg)
Details of your complaint
Copies of any relevant documents or evidence
What you would like us to do to resolve the matter
What Happens Next:
Your complaint will be allocated to an appropriate Complaints Handler. We aim to resolve complaints immediately, but if this is not possible, we will:
Acknowledge your complaint in writing within 3 working days
Investigate your complaint internally and with relevant third parties
Keep you informed throughout the process
Aim to issue a final written response within 10 working days, and no later than 8 weeks
Investigation Process:
Our Customer Resolutions Department works with relevant teams to fully investigate your complaint, following the Financial Conduct Authority’s (FCA) guidelines to deal with complaints promptly, fairly, and with appropriate redress.
FCA Complaint Eligibility:
Some complaints fall under FCA rules and may be referred to the Financial Ombudsman Service. These typically involve individuals or small businesses, relate to financial services, and involve financial loss, material distress, or inconvenience.
Final Response:
Our final response will include our decision, reasoning, and (if applicable) details of any compensation. If your complaint involves a regulated activity and you are an eligible complainant, we will:
Inform you of your right to refer to the Financial Ombudsman Service (FOS) within 6 months
Provide FOS contact details
Indicate whether we waive time limits where relevant
Complaints Resolved Within 3 Business Days:
If resolved within 3 business days, we will send you a Summary Resolution Communication confirming the complaint is resolved. If you later remain dissatisfied, you may refer the matter to us again or to the FOS. We will include FOS contact details and website.
Closing a Complaint:
A complaint is considered closed when we have issued our final response. You still retain the right to escalate to the Financial Ombudsman Service if applicable.
Not Satisfied with Our Response?
If your complaint relates to a regulated consumer credit agreement and you're not satisfied with our final response, you may contact the FOS:
Financial Ombudsman Service Contact:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 / 0300 123 9123 / 020 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
We will fully cooperate with the Financial Ombudsman and abide by any decisions they make.
