Complaint Policy

Lucky Dale Cars Ltd - Complaints Policy

Introduction

At Lucky Dale Cars Ltd, we strive to provide excellent service and ensure customer satisfaction. However, we understand that there may be occasions when our services or products do not meet the expectations of our customers. This Complaints Policy aims to outline how we handle complaints, ensuring they are dealt with fairly, promptly, and effectively.

1. Purpose

This policy is designed to provide a clear and accessible process for customers to raise complaints. Lucky Dale Cars Ltd ensure that all complaints are treated seriously and investigated thoroughly. We aim to offer a fair resolution to customers in a timely manner.

This policy and procedure have been created to meet general standards and requirements and comply with standard complaint handling procedures, including the Financial Ombudsman Service (FOS) and FCA regulations such as CONC and DISP.

2. Definition

As per FCA material, they define a complaint as the following -
""Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.'

3. How to Make a Complaint

Customers wishing to make a complaint should follow these steps:

Step 1: Contact Us

You can raise a complaint through the following channels:

  • Phone: Call our customer service team at 07519 098028.
  • Email: Send an email to [email protected]
  • In-Person: Visit our showroom or office at 79 Morland Road, Croydon, CR0 6HA
  • Website: Use the "Contact Us" form on our website https://www.luckydalecars.co.uk/contact.php. Please include the following details in your complaint:
  • Your full name and contact details.
  • A detailed description of the issue.
  • Any supporting documents (e.g., receipts, invoices, photos, etc.).
  • Your preferred resolution (if any).

    • Step 2: Acknowledgement of Complaint

    Once we receive your complaint, we will:

    • Acknowledge receipt of your complaint within 2 business days.
    • Assign a customer service representative to investigate your case.

    3. Investigation Process

    We aim to resolve all complaints as quickly and efficiently as possible. Our process includes:

    • Assessment: We will carefully review your complaint to fully understand the issue.
    • Investigation: We may contact you for further information or clarification if needed.
    • Resolution: We will propose a solution or provide feedback on the outcome of our investigation.

    4. Resolution Timeframe

    We will aim to resolve your complaint within 10 business days. In complex cases, we may need additional time to fully investigate, but we will keep you updated on our progress and let you know of any delays.

    5. Our Commitment to Resolution

    We will take one of the following actions:

    • Offer a solution or alternative.
    • Provide an explanation or an apology if appropriate.
    • Refund, replace, or repair any defective products or services, where applicable.

    In the event our investigations take longer than 10 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time.

    Our final response will include detailed information about your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman Service using the details below. You must do this within six months of our final response.

    • W: www.financial-ombudsman.org.uk
    • T: 0800 023 4567
    • P: Exchange Tower, Harbour Exchange, London, E14 9SRIf we are unable to provide the resolution you requested, we will explain why and offer alternatives if possible.

    6. Processes and Responsibilities

    6.1 Record Keeping

    a) As per DISP 1.9 and to ensure that we handle our complaints efficiently and effectively, any correspondence or notes from phone communication will be documented on our system.

    b) This will allow the complaints handler to review the whole complaint and refer back to any point in the investigation if they are required to do so.

    c) Any documentation received regarding the complaint will also be uploaded to the application.

    d) All records of complaints will be kept as per our retention periods, only employees that require access to customer complaint notes will be granted this information.

    e) We aim to resolve all complaints as soon as possible to minimise the number of open complaints (DISP1.4.3).

    6.2 Training

    a) Staff will receive complaints training within their initial induction and at least once a year.

    b) Training will ensure our team understands the processes that we have in place and the regulatory importance of following these processes.

    c) At any time, staff have the opportunity to request further training on any aspect of our business.

    6.3 Treating Customers Fairly (TCF)

    a) As a company, we ensure that we follow all regulatory guidelines, including treating customers fairly.

    b) When it comes to complaints, we guarantee that our customers will not face any post-sale barriers.

    c) Our staff are aware that they need to assist customers as much as possible when they wish to make a complaint, and they should not receive a different service to any other customer.

    d) As per DISP 1.3.2 customers are made aware they can make a complaint verbally or in writing and these contact details are provided in our complaint procedure for ease for the customer. e) We will ensure that our complaints procedure is in a clear location so our consumers can access it with ease. To ensure we are in compliance with DISP 1.2, our complaints procedure is clearly listed on our website and a copy will be sent via email.

    f) Specifically, to meet DISP 1.2, our complaints procedure will also detail contact details for the FOS.

    g) Customers will have their expectations managed, and staff will explain the complaints process so a customer can understand the next steps.

    h) As per DISP 1.4.1, we will thoroughly investigate any complaint competently, diligently and impartially, ensuring that any evidence obtained is saved to the customer's application for the record.

    i) In line with 1.4.2 all factors of the customer journey and outcome will be considered in our investigations.

    j) We will keep in constant communication with all parties, including our finance partners, ensuring we keep in touch at least once a week whilst investigations are taking place.

    k) We will assess fairly, consistently, and promptly:

    the subject matter of the complaint.

    whether the complaint should be upheld.

    what remedial action or redress (or both) may be appropriate.

    if appropriate, whether it has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint

    l) All communication received will be acknowledged within 48 hours, as per DISP 1.6.1.

    m) If a customer makes a complaint about a specific member of the team, that employee will not have any involvement in handling the customer's complaint.

    n) Customers will never be charged for making a complaint, no matter what method of communication they use (DISP 1.3.1).

    o) Where a customer has referred a complaint to the FOS, we will fully comply with any further investigations and comply promptly with any settlements or rewards in line with DISP1.4.4.

    p) At any point in our trading future, we are required to publish our complaints data due to the number of complaints received, we will ensure this is easily available to our customers and contains all the required information and in the time limits required. We will inform the FCA in writing as and when this has been actioned.

    q) As per DISP 1.8, should we receive a complaint which is outside of the time limit (as detailed in DISP 2.8) for referral to the FOS and we reject the complaint, we will provide a full explanation of this to the complainant.

    r) For reference these time limits are as follows -

    more than six months after the date on which we sent our final response, redress determination or summary resolution communication

    more than six years after the event complained of

    three years from the date on which the complainant became aware (or ought reasonably to have become aware) that they had cause for complaint

    7. Monitoring and Improvement

    We take all complaints seriously and use them as an opportunity to improve our services. We regularly review complaints to identify trends and make changes that can enhance customer satisfaction.

    8. Contact Information

    For any further queries regarding this Complaints Policy, or if you need assistance with filing a complaint, please contact us:

    Phone: 07519 098028

    Email: [email protected]

    Address: 79 Morland Road, Croydon, CR0 6HA

    Website: https://www.luckydalecars.co.uk/

    10. Conclusion

    At Lucky Dale Cars Ltd, we are committed to providing excellent customer service. Your feedback is essential to help us improve and maintain high standards in our business operations. We value your opinion and will make every effort to resolve any complaints to your satisfaction.

    This Complaints Policy was last updated on 01/03/2026