Our complaints procedure

This procedure explains how our complaints procedure works, and what you can do if you think your complaint has not been satisfactorily resolved.

If you have a complaint about any aspect of our service, or that of our partners, agents or product providers, then we would like to hear from you. You can contact us online, via email or by telephone on 01628 899727.

Our Complaints Procedure

All complaints will be processed by the initial recipient of the complaint in the first instance and will be referred to the relevant account or department manager if required. Once processed, a formal acknowledgement of the complaint will be sent to the complainant. Following an initial investigation, we will:

• Contact you to seek clarification on any points where necessary
• Thoroughly investigate the complaint
• Keep you fully informed of our progress
• Discuss the resolution of this complaint with you.

We will let you have our final response as soon as possible. We aim to resolve the majority of complaints within 14 working days, but some more complex cases may take up to a maximum of 8 weeks to reach a conclusion as per the FCA rules.

Adviser or Product Provider

In some cases, we will need to establish whether your complaint relates to the advice given, the adviser service itself, or the service or performance of the product provider. If this is not clear, we will proceed with our own investigation and proceed to take your complaint to the product or service provider if appropriate.

Investigation

The complaint manager will work with the relevant department or account manager to establish the nature and scope of your complaint, and will deal with complaints promptly and fairly, giving clear replies and, where appropriate, fair redress.

Eligibility

It is DriveElectric’s policy to treat all complainants equally, however, eligible complainants who are legally defined may acquire additional rights in law.

Final Response

This will clearly set out our decision and the reasoning behind it. If any compensation is offered a clear method of calculation will be shown if requested.

For eligible complainants, we will include details of the Financial Ombudsman Service in the final response.

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 additionally rights you may have under law, or from referring your complaint to the BVRLA or the Financial Ombudsman Service if eligible.