At Buggy Dough, we strive to ensure that we provide the best service we can, but we know that sometimes there can be issues. If you have a complaint about our service, you can contact us:
The Car Depot
By Email: [email protected]
By Phone: 0333 772 7773
What happens when we receive a complaint?
Once we receive a complaint from you, our team members will investigate your complaint competently, diligently and impartially.
We’ll fairly and promptly assess:
• The nature of your complaint.
• Whether any third party is involved in the complaint (such as the dealer that sold your vehicle or a lender).
• How we should resolve the complaint.
• Whether the complaint should be upheld and whether any redress should be paid to you.
• When considering complaints, we’ll take into account all of the available evidence, as well as the circumstances of your particular complaint. We’ll also take into account any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulation.
How your complaint will be resolved
Upon receiving your complaint, using the communication methods above, it will be logged, with all your details and information you provided. A complaint is usually resolved within three business days, upon which you will receive a decision letter, in which we will inform you of our resolution. It will also provide you with the Financial Ombudsman Service’s details so you can refer it to them if you do not agree with the resolution.
If we are unable to complete our investigation within 3 business days, we will provide you with a letter of acknowledgement of the complaint, within 5 business days. We will continue to investigate the complaint for up to 56 days within the FCA Complaint Handling Guidelines, and provide you with a final decision letter, outlining our conclusion, within this period of time.
During the course of our investigation, we may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly, we ask that you help as much as possible with providing the requested information as quickly as possible, so that there are no delays in providing you with a conclusion to our investigation.
If your complaint is regarding the quality of your vehicle, then we suggest in the first instance you make the first contact with the dealership or garage that sold you the vehicle in order to try and resolve the issue. If you are having any further difficulties following your conversation with the dealership, then please contact us and we will endeavour to obtain a satisfactory resolution.
We’ll keep in touch while we’re looking into your complaint and we’ll be happy to answer any queries you may have about how we’re progressing.
We will aim to resolve your complaint within 8 weeks and send you a written or electronic communication of the resolution. However, if the complaint isn’t resolved within 8 weeks we will send you a written or electronic response to inform you why we have not been able to resolve it within the given timescales. We will also give you an indication of when we expect to be able to provide you with a Final Response. You will also receive a copy of the Financial Ombudsman Service’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.
After the complaint investigation
Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed appropriate, this may also include an element of interest calculated in line with relevant guidance.
Time Limits for a Complaint
We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’ve complained about, or (if later) more than 3 years after you were (or ought reasonably to have been) aware of a cause for complaint. We will, however, be happy to consider any exceptional circumstances that you feel may explain the delay in bringing the matter to our attention.
If you are still not happy
If you are still unhappy with the Final response that you are provided with, please provide us with a written response as to why you are not happy with the decision and provide supporting evidence and information so that we may escalate this further. We will endeavour to respond to you within 10 working days.
Should you remain unhappy with our findings, having received our Final Response, you may be able to refer the matter to the Financial Ombudsman Service for review and we will advise you of your rights to this.
You can refer your complaint to the Financial Ombudsman Service if you’ve either: Received a Final Response with which you’re dissatisfied; or
We’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response.
If you do want the Financial Ombudsman Service to look into your complaint, you should contact them within 6 months of the date of our Final Response letter, a copy of which they may ask you to send to them.
The Financial Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.
The Financial Ombudsman Service
We’ll maintain records and provide the Financial Ombudsman Service or the Financial Conduct Authority, on request, details of all complaints handled by us.
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