Dear Customer,

Our aim is always to provide an exceptionally high level of service to all of our customers.
Where customers feel they have cause to raise a complaint, it is important to us that these are dealt with objectively, fairly, and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you, and what redress you have if you feel your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, we would like to hear from you.

HOW TO TELL US IF YOU HAVE A COMPLAINT

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing.
The most appropriate person will handle your complaint in the quickest possible time.

Complaints Contact Details:

• Online: www.sqcarcentre.co.uk

• Telephone: 01252 943 394 / 07462 211 624

• Post: Heathy Park, Odiham Rd, Farnham, GU10 5AE

WHAT INFORMATION DO WE NEED TO ADDRESS YOUR COMPLAINT?

To assist us in resolving your complaint efficiently, it would be helpful if you could provide the following information:

• Your full name and contact details

• Details of the issue you’re facing

• Any relevant documentation or reference numbers

• How you would like the issue resolved

For more information, you may also refer to the website of the Financial Ombudsman Service.

CLOSING A COMPLAINT

We will consider a complaint closed when we have provided our Final Response to you.
This does not prevent you from exercising your right to refer the matter to the Financial Ombudsman Service if you are dissatisfied.

WHAT TO DO IF YOU ARE NOT HAPPY WITH OUR DECISION

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman Service.

FINANCIAL OMBUDSMAN SERVICE

If relevant, you can refer your complaint to the Financial Ombudsman Service.
You must do this within six months of our Final Response.

When we send you our Final Response, we will also provide a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will cooperate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

Contact Details for the Financial Ombudsman Service:

Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:

• 0800 023 4567 (free from most landlines)

• 0300 123 9123 (cheaper from most mobiles)

• +44 20 7964 0500 (from abroad)

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