COMPLAINTS PROCEDURE.

We are committed to providing the highest customer standards. However, we appreciate sometimes things can go wrong.

If something isn’t right and you need our help, please contact us:

In writing.    Group FCA Compliance Manager at Cotswold Motor Group Limited.
By phone.    01242 335 335.
By email.      feedback@cotswoldgroup.com

We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome.

If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.

MINI UK Customer Service

Summit ONE

Summit Avenue

Farnborough

Hampshire GU14 0FB

Telephone: 0370 5050 122

Email: customer.service@mini.co.uk

Or if the complaint is regarding a finance agreement or the vehicle funded under a finance agreement please contact the finance company shown on your agreement. This will normally be MINI Financial Services Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB. Their contact details can be found at https://offers.mini.co.uk/existing-customers

For any other finance company their contact details should be on the agreement. Please note that Cotswold Motor Limited is a credit broker not a lender therefore can only investigate complaints about how we have introduced and sold the finance agreement, for all other complaints about the finance agreement we will refer you to the lender.

Alternatively if you remain dissatisfied with our response you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:

The Financial Ombudsman Service: For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service, they will consider complaints if you are a private individual, an enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you if you may have the right to refer to the Financial Ombudsman.

Financial Ombudsman Service, Exchange Tower, London E14 9SR Telephone: 0300 1239 123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

If the complaint involves a new vehicle, the warranty, servicing or repair and you still remain unhappy you can refer the matter to the Motor Ombudsman:

The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within eight weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.

The Motor Ombudsman, 71 Great Peter Street, London SW1 2BN Telephone: 0345 241 3008 Great Peter Street, London SW1 2BN Email: mailto:consumer@ tmo-uk.org

Alternatively there is the European Commission’s Online Dispute Resolution Service European legislation guarantees consumers:

• Fair treatment • Products which meet acceptable standards • A right of redress if something goes wrong

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to:

INSURANCE POLICIES.

If your complaint is related to insurance policies please click HERE.

If you would like to make a complaint in relation to the sale of your MINI Protect Insurance Policy, please contact:

Step 1
Contact MINI Financial Services (GB) Ltd on:

Telephone: 0370 5050 150
Opening hours: Monday – Friday 8am – 7pm and 9am – 5pm Saturday

Email: customer.service@mini.co.uk
We aim to respond within 48 hours.

Write to:
Customer Services Department
MINI Financial Services (GB) Limited
Summit ONE,
Summit Avenue
Farnborough
Hampshire GU14 0FB

What you will need to provide.

To help MINI Financial Services (GB) Ltd investigate and try to resolve your complaint, please provide the following information:

• your name and address;
• your policy number, if you have one;
• details of how we can be contacted;
• a clear description of your complaint;
• details of what you would like done to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.

MINI Financial Services (GB) Ltd procedures.

The aim is to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

• within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
• keep you updated on the progress of your complaint, and
  within 8 weeks of receiving your complaint, MINI Financial Services (GB) Ltd will either:
  • write to you with a final response and the reasons for providing this response, or
  • explain why MINI Financial Services (GB) Ltd are not in a position to give you a final response and let you know when we expect to be able to provide it, and
  • in each case provide you with the contact details for the Financial Ombudsman Service.

Step 2

If you are still not happy.

If you are dissatisfied with either the final response, or the reasons for any delay in providing the final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

Contact The Financial Ombudsman Service on :

Telephone: 0300 123 9 123
Opening hours: Monday – Friday (excluding back holidays) 8am – 8pm and 9am – 1pm Saturday

Calls are charged at the local rate, plus your telephone company’s access charge.

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

Write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively, visit The Financial Ombusman website:
http://www.financial-ombudsman.org.uk/

If you would like to complain about the policy terms and conditions or the claims process please contact the insurer. Details can be found in your Protect product insurance policy.