Woodcote Carriage Company – Complaints Handling Policy

Our Commitment

We are dedicated to providing the best possible service. If you are dissatisfied for any reason, please contact us immediately using one of the following methods:By Post: Woodcote Carriage Company 27-29 Market Road, Plymouth, Devon, PL7 1QWBy Telephone: 01752 651340By Email:[email protected]

Acknowledging Your Complaint

Please inform us of any complaint as soon as possible so we can work to resolve it. We will acknowledge receipt of your complaint within 5 working days.

Investigating Your Complaint

Our Customer Care Team will investigate your complaint fairly, consistently, and promptly. The investigation will consider:

• The nature of your complaint
• Any third parties involved (e.g., lenders)
• How the complaint can be resolved

We will review all available evidence, relevant circumstances, and applicable laws and regulations. During the investigation, we may need further information from you or any third party involved. We ask that you communicate openly to help us resolve your complaint efficiently.We will keep you informed throughout the process and answer any queries about the progress of your complaint.

Final Response

We aim to provide a Final Response within 8 weeks of receiving your complaint. If we cannot provide a Final Response within this timeframe, we will explain why and provide an expected date for resolution.If you are not satisfied with our response and are an eligible complainant, you may escalate your complaint to the Financial Ombudsman Service. Complaints must be referred within 6 months of our Final Response, and you may need to provide a copy of our response.

Eligible Complainants

• Consumers
• Companies meeting the EU definition of a microenterprise
• Charities with annual income under £6,500,000
• Trustees of a trust with assets under £5,000,000
• Small businesses (eligible only if the conduct occurred after 1 April 2019)
• Guarantors

The Financial Ombudsman Service is free and impartial:By Post: The Financial Ombudsman Service Exchange Tower, London, E14 9SRBy Phone: 0800 023 4567 or 0300 123 9123By Email:[email protected]Website:www.financial-ombudsman.org.ukWe maintain records of all complaints and will provide details to the Ombudsman or the Financial Conduct Authority on request.