Complaints Procedure for our Blue Customers
This procedure is written in accordance with the Financial Conduct Authority (FCA), Consumer Credit Act (CCA) Complaint Handling Rules and the Finance and Leasing Association (FLA) Lending Code of Conduct. This notice is required to be issued in the event of a customer complaint.
When Blue Motor Finance Ltd (Blue
) receives a complaint (complaints may be made by any reasonable means including phone, email and in person), we need to retrieve all the necessary documentation relevant to your complaint, from Blue’s files and systems. These documents will be evaluated and investigated appropriately, by an employee of sufficient competence and authority who, where possible, was not directly involved in the matter which is the subject of the complaint.
Blue will endeavour to respond to and resolve your complaint straight away. Should additional investigation be required, an acknowledgement letter will be sent to you within 5 working days of receipt of the complaint.
Your acknowledgement letter will include:
- An explanation of why a different person is responding if it is not the person you addressed your complaint to
- A reasonable timescale for when Blue will correspond further
- A copy of our complaint procedure
Blue will regularly contact you to keep you informed and explain why we are not yet able to respond to the complaint in full and indicate when we will make further contact (this must be within 8 weeks of the receipt of the complaint).
If after 8 weeks Blue are still not able to provide a final response, we will update you on the progress of the investigation of your complaint and provide an explanation for the delay and an indication when we expect to provide a full and final response.
Once the investigation is complete, we will write to you with our final response.
- Where Blue believe we have fully addressed your complaint
- Notified you that you may refer the complaint to the Financial Ombudsman Service (FOS), if you remain dissatisfied with our final response and that you must do so within 6 months (from the date of the final response)
- Enclosed a copy of the Financial Ombudsman Service leaflet/online edition (it contains information on FOS and how they handle complaints).
- Blue have sent you a final response; or
- You have indicated in writing that you accept our offer
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response or 8 weeks have passed since you first raised your complaint, you have the right to refer your complaint to FOS. FOS is a free independent review service. You will not be able to refer your complaint to FOS if you have not contacted Blue and given Blue the chance to investigate and provide you with a Final Response Letter.
FOS contact details are:
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR