If you have a complaint
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 think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then 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, email or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact details are:
Online at - www.solomotorgroup.com
By email to - info@solomotorgroup.com
By telephone on - 01204 911397
By letter to - Solo Motor Group Ltd, BOC Car Centre, Manchester Road, Bolton, BL3 2SA
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 preferred contact details
- Your reference/vehicle registration number
- Full details of your complaint
- Copies of relevant paperwork
- Evidence of any complaint where applicable – photos etc
- What you expect us to do to put things right
- Any other information that you think may be relevant
What we do if we receive a complaint from you
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.
We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
Complaint Process
- Your case reference will be your order/contract number
- We will give you the name and title of the person handling your complaint
- We will send you written acknowledgement within 3 working days of receiving your complaint
- Make contact to seek clarification on any points where necessary
- Fully investigate your complaint internally and third parties where relevant
- Keep you informed and fully updated regarding any progress
- Discuss with you our findings and our proposed response
- Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority
Investigation
The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
Eligibility
It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaints Rules
- Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
- The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
- The Complainant must allege that they have suffered, or may suffer, financial
loss, material distress or material inconvenience
Final Response
This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
- Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
- Indicate whether we consent to waive the relevant time limits.
Complaints settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
- We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
- Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
- Provide the relevant addresses of the Financial Ombudsman Service.
- Refer to the availability of further information on the website of the Financial Ombudsman Service.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
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.
Financial Ombudsman Service
If relevant then 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 a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Solo Motor Group Ltd - Terms and Conditions
Definitions
“The Dealer”, the person who is the vendor of the goods to the customer.
“The Customer”, the person contracting for goods and services to be supplied by the Dealer.
“Consumer”, a Customer, being an individual who, for the purposes of the purchase, is acting wholly or mainly outside of their trade, business, craft or profession
“Goods” means all vehicles as defined or other things to be sold by the Dealer to the Customer.
“Vehicle” includes any car, lorry, van, trailer, caravan, invalid carriage, motor cycle and generally each and every accessory to and component thereof.
Whole Contract
These terms shall represent the whole contract between the Dealer and the Customer rand represent a binding sale.
They may be varied only by written agreement between the parties.
Interpretation
The singular shall include the plural and the male shall include the female or business entity as may be appropriate.
Enforceability
In the event of any one or more of these terms and conditions being declared unenforceable, the remaining terms and conditions shall nonetheless remain in full effect. If by purchasing the vehicle it is believed the customer is in acceptance of all these terms stated in this whole agreement.
Used Goods
If the goods to be supplied by the Dealer are used, the vehicle is supplied as roadworthy at the date of delivery and, in the case of consumer sales (as defined by the Sale of Goods Legislation):
Is sold subject to any conditions or warranties that are implied by the Sale of Goods Legislation or any amending statutes.
Prior to paying for the goods the Customer shall examine the Vehicle and the purchaser is reminded that the conditions of satisfactory quality and fitness for purpose implied by the Sale of Goods Legislation do not operate in relation to such defects which the examination ought to reveal. Should the Goods be sold also subject to defects notified by the Seller to the Customer before signing the agreement, the implied conditions of satisfactory quality and fitness for purpose do not operate in relation to those defects.
Save in the case of customer sales (as defined) all statements, conditions, or warranties as to the quality of the Goods or their fitness for any purpose whether express or implied by law or otherwise, are hereby expressly excluded.
Any manufacturer warranties shall automatically transfer over to the customer. Any variation agreed between the Dealer and the Customer regarding the Goods to be supplied shall be deemed to be an amendment to this Contract and shall not constitute a new contract. Any amendments shall be in writing via email or letter.
Retention of Title and Risk
Risk of damage to or losses of the Goods are at the risk of the Customer as soon as they are delivered/collected into the physical possession of the Customer or their nominated representative.
It is the customers duty to make sure they have the correct level of insurance cover before they take possession of the vehicle. We do not provide any insurance once the customer takes physical possession of the vehicle and we will not be held liable for any claims made against the vehicle once the customer takes possession.
Payment
The Customer shall be liable to pay for the Goods immediately upon notification by the Dealer that they are available for delivery/collection. The Dealer may, in its discretion, demand a deposit at the time when the order for Goods is placed by the Customer and shall not be obliged to progress the order or otherwise implement the contract until the deposit is paid in full. The dealer shall furnish the customer with a paid receipt within 14 days of the full payment being received for the goods. Any outstanding balances for goods are to be paid within 7 days of delivery. Thereafter they may incur a fine of £25 after every 7-day cycle.
Place of Delivery
Unless otherwise agreed in writing delivery of the Goods shall take place at the Dealer’s premises.
Part Exchange
Where the Dealer agrees to allow part of the price of the Goods to be discharged by the customer delivering a used Vehicle in part exchange to the Dealer, in consideration of such allowance, it is hereby agreed that the following further conditions will apply.
that the Dealer accepts the used vehicle in reliance of the warranties granted by the Customer overleaf, including but not limited to the age, mileage and condition of the vehicle. AND
that such used Vehicle is the absolute property of the Customer and is free from all encumbrances. OR
that such used vehicle is the subject of a hire purchase or agreement or other encumbrance capable of cash settlement by the Dealer, in which case the allowance shall be reduced by the amount required to be paid by the Dealer in settlement thereof.
If the Dealer has examined the said used vehicle prior to his confirmation and acceptance of this order, the used vehicle shall be delivered to them in the same condition at the date of such examination (fair wear and tear excepted).
That such used Vehicle shall be delivered to the Dealer on or before delivery of the Goods to be supplied by them hereunder, and the property in the said used Vehicle shall thereupon pass to the Dealer absolutely.
That without prejudice to above, such used vehicle shall be delivered to the Dealer within 14 days of notification to the customer that the Goods to be supplied by the Dealer are available for delivery.
If the goods to be delivered by the Dealer, through no default on the part of the Dealer, shall not be delivered to the Customer within 30 days after the date of this order or the estimated delivery date; where that is later, the allowance on the said used vehicle shall be subject to a reduction by an amount not exceeding 2.5% for each completed period of 30 days from the date of the expiry of the first mentioned 30 days, to the date of delivery to the Customer of the Goods.
In the event of the non-fulfilment of any of the foregoing conditions, other than above, the Dealer shall be discharged from any obligations to accept the said used Vehicle or to make any allowance in respect thereof, and the Customer shall discharge in cash the full price of the Goods to be supplied by the Dealer.
Authority to Contract
Goods supplied by the order of any person in the Customer’s employment or by any person reasonably believed by the Dealer to be the
Customer’s agent or by any person to whom the Dealer is entitled to make delivery of the vehicle shall be paid for by the Customer.
Distance Selling
If, and only if, the Customer has acted as a Consumer, where this Agreement has been completed away from our business premises and/or without any face to face contact between us and you; or anyone acting on your or our respective behalf, you may give notice to cancel this Agreement within 14 days without giving any reason.
This cancellation period will expire 14 days after the day on which you, or a third party on your behalf, takes delivery or otherwise acquires physical possession of the Goods. To exercise this right to cancel, you must inform us of your decision to cancel this Agreement in writing by clear statement e.g. a letter sent by post, fax or email) to our address.
To meet the cancellation deadline, it is sufficient for you to send your communication confirming your exercise of the right to cancel before the cancellation period has expired.
If you cancel this Agreement, we will reimburse to you all payments received from you under this Agreement without undue delay, and no later than: - without undue delay, and not later than: –
14 days after the day on which we receive the Goods back; or
(if earlier) 14 days after the day you provide evidence that you have returned the Goods; or
if there were no Goods supplied, 14 days after the day on which we are informed about your decision to cancel this Agreement.
We will make the reimbursement using the same means of payment as you have used for the initial transaction, unless you have expressly agreed otherwise, but in any event, you will not incur any cancellation fees as a result of the reimbursement. There will be an admin fee charge along with any extra charges such as cost of warranty set up, delivery and collection of the vehicle. The vehicle should not exceed 250 miles, any additional miles driven over this amount will be charged based on a per mile basis. The refund will be processed within 14 working days after authorised and any refunds will be paid back, excluding any charges such as vehicle delivery and collection, warranty, extra mile charges and any damage to the vehicle. We may withhold reimbursement until we have received the Goods back. You should send back the Goods or deliver them back to us at the address stated on our website, without undue delay and in any event not later than 14 days after the day on which you communicate your cancellation of this Agreement to us.
This deadline is met if you send back the Goods before the period of 14 days has expired. We will require that you bear the cost of returning the Goods to us.
You must take reasonable care of the Goods whilst they are in your possession. You will be responsible for any loss or damage from when they are delivered to you until when they are returned to us.
You are liable for any diminished value of the Goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Goods as well as any depreciation due to an increase in mileage. This mileage depreciation will be calculated accordingly and deducted from the reimbursement amount.
Storage
The Dealer reserves the right to make a reasonable daily charge for the storage of the customer’s vehicle or vehicles.
Dispute
Where your complaint cannot be resolved, once you have exhausted our internal process you may refer the dispute to the
following ADR processes,
where your complaint does not relate to a financial service, the National Conciliation Service.
where your complaint relates to Financial Services, the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Where any dispute cannot be resolved through ADR, this Purchase Order and Contract shall be governed by and construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.