Financial Conduct Authority

Poolfoot Motors LTD, Radcliffe Road, Fleetwood, FY7 6UJ is authorised and regulated by the Financial Conduct Authority (our registration number is 649146) as a credit broker and is included on the Financial Services Register https://register.fca.org.uk. The Financial Conduct Authority (FCA) is the independent regulator of financial services.

We take good customer service very seriously and endeavour to provide outstanding service to all of our customers. We hope that it won't but if something goes wrong or you are dissatisfied with our service, please tell us as we want the chance to correct the issue, we value customer feedback and we keep records and use the information to improve our services wherever possible.

Within this information you will find details of our customer complaints procedures, including timeframes in which we will respond to any issues that you raise. Our aim is always to satisfactorily resolve any complaint at the earliest opportunity, so please help us to help you by following the guidelines in this information.

Who should you complain to?

In the first instance, please address your complaint in writing, directly to the Company Director. Details are as follows:

By post: Poolfoot Motors Ltd, Radcliffe Road, Fleetwood, FY7 6UJ By email: [email protected]

What will we do next?

Our aim is to provide a satisfactory solution as speedily as possible. We will endeavour to sort out the problem there and then. In some cases, further investigation may be required.

If this is the case, we will send you a written acknowledgement within five working days of receipt. This will state the name of the person who is dealing with your complaint, their contact details and confirm our understanding of the nature of your concerns.

When will we contact you again?

We will either provide our final response to your complaint within four weeks of receipt, or we will write to you to explain why we have not been able to do so and when we expect to make further contact.

If, after eight weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. If you are able to refer your complaint to an ombudsman service, arbitration scheme, or dispute resolution scheme, then we will explain the process and provide you with the necessary details. Alternatively, you may still choose to wait until we are in a position to provide our final response.

What do we mean by final response?

Our final response will detail the results of our investigation into your complaint, and we will explain whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redress considering the individual circumstances of each case investigated. This will not always involve financial redress and may simply involve an apology. Our aim is to treat all customers consistently and fairly.

What if the resolution is to return the car?

If the outcome is to cancel the sale and return the vehicle, the following finer details apply.

• Once a cancellation has been agreed by the Company Director, the vehicle must be returned to us, within 7 days of the cancellation, to one of our two branches. (Radcliffe Road, FY7 6UJ or Copse Road, FY7 7NY)
• You, the customer, are liable for the vehicle from collection/delivery until the vehicle is returned to us (as above). You must keep the vehicle taxed and insured until it is returned to us and we have signed to accept it back.
• Return costs incurred must be borne by the customer.
• Poolfoot Motors will refund solely the cost of the vehicle from your original deal (subject to T&C's). We also reserve the right to make deductions from the reimbursement to cover loss in value of the vehicle.
• The vehicle must be returned in its original, unmodified condition without any accidents or damages. If the car has been in an accident, had modifications made or has any damages, there will be additional charges which will be taken from the amount due to be refunded to you. However, if accident, damages or modification has occurred, we may not be able to accept the car as a return.
• All appropriate paperwork must also be handed over with the car including V5, service book and MOT certificate
• A mileage charge will be taken from the refund of your vehicle. The charge is £1 for every mile driven from the mileage recorded on the date of sale to the mileage recorded when the keys are handed back to the member of staff dealing with your complaint. However, if the mileage recorded is deemed in excess, we may not be able to accept the car as a return.
• If your vehicle was delivered to you, this amount will not be included in your refund.
• Any additional extras which were added at the point of sale (i.e. Supaguard) will not be refunded. (except Autoguard Extended Warranties - this amount will be refunded)
• Poolfoot Motors will not refund road tax placed on the vehicle. You'll need to contact the DVLA to cancel your vehicle tax and request a refund.
• Poolfoot Motors will not cover costs of insurance for the vehicle. You will need to contact your insurance provider and request a refund.
• Once a return has been accepted and the car has been inspected, the refund amount will be returned within 7 working days. If any deductions are being made, these will be agreed between the customer and the Company Director before the final amount is refunded.

What happens if you remain dissatisfied?

Our final response will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you details of any rights of referral you may have to an ombudsman service, arbitration scheme, or dispute resolution scheme.