Complaints Procedure

The steps we take to handle complaints.

At Auto West London, we are committed to providing excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service. We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible.

Complaints relating to an insurance or finance product.

You can notify us of your complaint through the following channels: In Writing: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH Telephone: 0845 177 2266 or 0117 440 3700 Fax: 0845 177 2255 Email: complaints@itccompliance.co.uk

What happens if your complaint cannot be resolved right away in the organisation? There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Once received, your complaint will be investigated and dealt with in the following way:

By Day 7: We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By Day 28: Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By Day 56: In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response. If you are still dissatisfied If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123. Web: www.financial-ombudsman.org.uk If you have any queries about our complaints process please contact: ITC Compliance Ltd, Complaints Department, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH. Tel: 0845 177 22 66 or 0117 440 3700

Complaints relating to customer experience or products.

You can raise a complaint using any of the following methods:

By Email: enquiries@autowestlondon.co.uk
By Phone: 020 3931 7860
In Writing
Auto West London
109 Devonshire Road
London
W4 2AN

What Happens Next

Step 1 – Acknowledgement (within 3 working days)

We will confirm that we have received your complaint and provide the name of the person handling it.

Step 2 – Investigation (within 10 working days)

We will investigate your concerns thoroughly. This may include:

  • Reviewing documents and records
  • Speaking with staff involved
  • Inspecting your vehicle (if relevant)
  • Requesting additional information from you

Step 3 – Response (within 10 working days of investigation)

Once our investigation is complete, we will send you a written response outlining:

  • What we found
  • Any actions we are taking
  • Proposed resolutions

If we need more time (for example, to obtain specialist reports or parts), we will keep you updated regularly.

If You Are Still Not Satisfied

If you feel your complaint has not been resolved, you may request an internal escalation. A company director will review the matter and provide a final response.

If your complaint relates to a vehicle purchase, warranty, finance, or aftersales work and we are unable to reach a mutually satisfactory outcome, you may be entitled to refer the matter to The Motor Ombudsman, the UK’s automotive dispute resolution body.  The can be contacted through their website: www.themotorombudsman.org 

Auto West London,
109 Devonshire Road,
Chiswick,
London,
W4 2AN

Auto West London Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.
We can introduce you to a limited number of finance providers. We do not charge a fee for our Consumer Credit services. We do not act as a financial adviser, or fiduciary. We act in our own interest, whichever lender we introduce you to, we will typically receive commission from them based on either a fixed fee or a fixed percentage of the amount you borrow. Any and all commission amounts will be fully disclosed to you as part of your sales journey. You will be required to give your fully informed consent to our receipt of this commission. By doing this, you acknowledge that you understand our role as a credit broker, and that we will receive a financial incentive if you take out a loan from a lender that we introduce you to.
All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees may be required.

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