{"id":1652,"date":"2019-10-31T10:34:32","date_gmt":"2019-10-31T10:34:32","guid":{"rendered":"https:\/\/buggydough.com\/test\/?page_id=1652"},"modified":"2024-02-21T11:51:56","modified_gmt":"2024-02-21T11:51:56","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/buggydough.com\/complaints-procedure","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\n  <div class=\"banner has-hover\" id=\"banner-1313295385\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" >\n            <div class=\"bg fill bg-fill \"><\/div>\n                        <div class=\"overlay\"><\/div>            \n                    <\/div>\n\t\t\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n   <div id=\"text-box-466027787\" class=\"text-box banner-layer x50 md-x50 lg-x50 y50 md-y50 lg-y50 res-text\">\n                                <div class=\"text-box-content text dark\">\n              \n              <div class=\"text-inner text-center\">\n                  \n\t<div id=\"text-2681910448\" class=\"text\">\n\t\t\n<h1>Buying A Car With Finance From Dealers<\/h1>\n\t\t\n<style>\n#text-2681910448 {\n  text-align: center;\n  color: rgb(0,0,0);\n}\n#text-2681910448 > * {\n  color: rgb(0,0,0);\n}\n<\/style>\n\t<\/div>\n\t\n              <\/div>\n           <\/div>\n                            \n<style>\n#text-box-466027787 {\n  width: 60%;\n}\n#text-box-466027787 .text-box-content {\n  font-size: 100%;\n}\n<\/style>\n    <\/div>\n \n        <\/div>\n      <\/div>\n\n            \n<style>\n#banner-1313295385 {\n  padding-top: 400px;\n  background-color: rgb(255, 255, 255);\n}\n#banner-1313295385 .bg.bg-loaded {\n  background-image: url(https:\/\/buggydough.com\/wp-content\/uploads\/2019\/06\/car-finance-application.jpg);\n}\n#banner-1313295385 .overlay {\n  background-color: rgba(255, 255, 255, 0.826);\n}\n#banner-1313295385 .bg {\n  background-position: 0% 100%;\n}\n#banner-1313295385 .ux-shape-divider--top svg {\n  height: 150px;\n  --divider-top-width: 100%;\n}\n#banner-1313295385 .ux-shape-divider--bottom svg {\n  height: 150px;\n  --divider-width: 100%;\n}\n<\/style>\n  <\/div>\n\n\n\t<div id=\"gap-16023336\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-16023336 {\n  padding-top: 50px;\n}\n<\/style>\n\t<\/div>\n\t\n<div class=\"row\"  id=\"row-64657337\">\n\n\t<div id=\"col-2050314926\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<p><strong>Complaints Procedure<\/strong><\/p>\n<p>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:<br \/>In writing:<\/p>\n<p>Buggy Dough<br \/>The Car Depot<br \/>Derby Way<br \/>Bury<br \/>BL9 0NJ<\/p>\n<p>By Email: <a href=\"mailto:info@buggydough.com\">info@buggydough.com<\/a><\/p>\n<p>By Phone:&nbsp;<a href=\"tel:03337727773\">0333 772 7773<\/a><\/p>\n<p><strong>What happens when we receive a complaint?<\/strong><\/p>\n<p>Once we receive a complaint from you, our team members will investigate your complaint competently, diligently and impartially.<\/p>\n<p>We\u2019ll fairly and promptly assess:<\/p>\n<p>\u2022 The nature of your complaint.<br \/>\u2022 Whether any third party is involved in the complaint (such as the dealer that sold your vehicle or a lender).<br \/>\u2022 How we should resolve the complaint.<br \/>\u2022 Whether the complaint should be upheld and whether any redress should be paid to you.<br \/>\u2022 When considering complaints, we\u2019ll take into account all of the available&nbsp; evidence, as well as the circumstances of your particular complaint. We\u2019ll also take into account any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulation.<\/p>\n<p><strong>How your complaint will be resolved<\/strong><br \/>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\u2019s details so you can refer it to them if you do not agree with the resolution.<br \/>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.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>We\u2019ll keep in touch while we\u2019re looking into your complaint and we\u2019ll be happy to answer any queries you may have about how we\u2019re progressing.<\/p>\n<p>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\u2019t 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\u2019s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.<\/p>\n<p><strong>After the complaint investigation<\/strong><br \/>Where we decide that redress is appropriate, we\u2019ll provide you with fair compensation for any acts or omissions which we\u2019re responsible for and comply promptly with any offer of redress which you may accept. The redress won\u2019t 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.<\/p>\n<p><strong>Time Limits for a Complaint<\/strong><br \/>We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you\u2019ve 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.<\/p>\n<p><strong>If you are still not happy<\/strong><br \/>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.<\/p>\n<p>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.<\/p>\n<p>If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk<\/p>\n<p>You can refer your complaint to the Financial Ombudsman Service if you\u2019ve either: Received a Final Response with which you\u2019re dissatisfied; or<\/p>\n<p>We\u2019ve had at least 8 weeks to consider the complaint but haven\u2019t yet issued a final response.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>By post:<br \/>The Financial Ombudsman Service<br \/>Exchange Tower<br \/>London<br \/>E14 9SR<\/p>\n<p>By telephone: 0800 023 4567<br \/>By email: <a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><br \/>Website: <a href=\"http:\/\/www.financial-ombudsman.org.uk\" target=\"_blank\" rel=\"noopener\">www.financial-ombudsman.org.uk<\/a><\/p>\n<p>We\u2019ll maintain records and provide the Financial Ombudsman Service or the Financial Conduct Authority, on request, details of all complaints handled by us.<\/p>\n<p>Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk<\/p>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n\t<div id=\"gap-1772734961\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1772734961 {\n  padding-top: 50px;\n}\n<\/style>\n\t<\/div>\n\t\r\n\r\n\t<section class=\"section\" id=\"section_563825163\">\n\t\t<div class=\"bg section-bg fill bg-fill  bg-loaded\" >\n\n\t\t\t\n\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\r\n\r\n<div class=\"row\"  id=\"row-369743256\">\r\n\r\n\n\t<div id=\"col-1039347260\" class=\"col medium-8 small-12 large-8\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n\r\n\t<div id=\"text-3692039636\" class=\"text\">\n\t\t\r\n<h2>Let's get started.....<\/h2>\r\nApplying for car finance only takes a couple of minutes\r\n\r\n\t\t\n<style>\n#text-3692039636 {\n  font-size: 1.5rem;\n  line-height: 1;\n  color: rgb(255,255,255);\n}\n#text-3692039636 > * {\n  color: rgb(255,255,255);\n}\n<\/style>\n\t<\/div>\n\t\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\n\t<div id=\"col-33832774\" class=\"col medium-4 small-12 large-4\"  >\n\t\t\t\t<div class=\"col-inner text-center\"  >\n\t\t\t\n\t\t\t\r\n\r\n<a href=\"\/get-a-quote\/\" target=\"_self\" class=\"button success is-xxlarge box-shadow-4 box-shadow-5-hover lowercase\"  style=\"padding:0px 50px 0px 50px;\">\n    <span>Get A Quote<\/span>\n  <\/a>\n\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\r\n<\/div>\r\n\r\n\t\t<\/div>\n\n\t\t\n<style>\n#section_563825163 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n  background-color: rgb(0, 46, 110);\n}\n#section_563825163 .ux-shape-divider--top svg {\n  height: 150px;\n  --divider-top-width: 100%;\n}\n#section_563825163 .ux-shape-divider--bottom svg {\n  height: 150px;\n  --divider-width: 100%;\n}\n<\/style>\n\t<\/section>\n\t\r\n\t<div id=\"gap-1710852176\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1710852176 {\n  padding-top: 30px;\n}\n<\/style>\n\t<\/div>\n\t\r\n\r\n<div class=\"row row-full-width\"  id=\"row-1981782869\">\r\n\r\n\n\t<div id=\"col-958645081\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n\r\n\t<div id=\"text-1637218280\" class=\"text\">\n\t\t\r\n<h2 class=\"container_container__title__wMSpb undefined\">We compare car finance\u00a0<span class=\"color-blue\">deals for you<\/span><\/h2>\r\n\t\t\n<style>\n#text-1637218280 {\n  font-size: 2rem;\n  line-height: 3;\n  text-align: center;\n  color: rgb(0,0,0);\n}\n#text-1637218280 > * {\n  color: rgb(0,0,0);\n}\n<\/style>\n\t<\/div>\n\t\r\n\n  \n    <div class=\"row large-columns-5 medium-columns-3 small-columns-2 row-xsmall row-full-width slider row-slider slider-nav-simple slider-nav-light slider-nav-push\"  data-flickity-options='{\"imagesLoaded\": true, \"groupCells\": \"100%\", \"dragThreshold\" : 5, \"cellAlign\": \"left\",\"wrapAround\": true,\"prevNextButtons\": true,\"percentPosition\": true,\"pageDots\": false, \"rightToLeft\": false, \"autoPlay\" : 4000}'>\n\n  <div class=\"gallery-col col\" >\n          <div class=\"col-inner\">\n            <a class=\"image-lightbox lightbox-gallery\" href=\"https:\/\/buggydough.com\/wp-content\/uploads\/2020\/05\/close-brothers-e1655825251976.jpg\" title=\"\">            <div class=\"box has-hover gallery-box 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ids=\"2154,2397,1541,1503,2157,3478,1505\" style=\"normal\" lightbox_image_size=\"large\" type=\"slider\" width=\"full-width\" col_spacing=\"xsmall\" columns=\"5\" slider_nav_style=\"simple\" slider_nav_color=\"light\" auto_slide=\"4000\" image_size=\"original\" image_hover=\"zoom\" srcset=\"https:\/\/buggydough.com\/wp-content\/uploads\/2019\/10\/oodle-logo-450px.jpg 450w, https:\/\/buggydough.com\/wp-content\/uploads\/2019\/10\/oodle-logo-450px-300x167.jpg 300w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/><\/noscript>                                                              <\/div>\n              <div class=\"box-text text-left\" >\n                 <p><\/p>\n              <\/div>\n            <\/div>\n            <\/a>          <\/div>\n         <\/div><div class=\"gallery-col col\" >\n          <div class=\"col-inner\">\n            <a class=\"image-lightbox lightbox-gallery\" href=\"https:\/\/buggydough.com\/wp-content\/uploads\/2019\/10\/v12-finance-450px.jpg\" title=\"\">  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