Complaints & Guidance Procedure at Duo Motor Limited
Duo Motor Limited are committed to providing high quality services to all our customers, however, we appreciate that we may not always get it right. If a problem occurs, we strive to address complaints promptly and effectively.
Complaint: Definition
The FCA define a complaint as:
‘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… which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.’
Contact Duo Motor Directly
Before contacting any external organisation, please give us the opportunity to address your concerns. You can reach us through any of the following channels:
Text message
WhatsApp
Letter or email
Phone call
Visiting our store in person
Social media channels
Private Message
Voice note
Testimonials
Third Party
Address: Mr Akikur Rahman Duo Motor Limited, Office 22, Unit 6, 19-21 Penhall Rd, London SE7 8RX
Formal Complaints
This process is suitable for any complaint which cannot be resolved within 3 working days or has threat of escalation to the media or the FOS.
Formal complaints are typically more complex in nature – they may contain more than one issue, or require a longer timeline to adequately assess the extent of harm and remedial action. Formal complaints are more likely to centre on financial issues such as insufficient explanations on the terms of a credit product or mishandling of vulnerability. Financial complaints will also require forwarding to the credit provider as they may be partially responsible for the harm caused.
The formal process allows for 8 weeks or 40 working days to complete the investigation process. Due to this extended timeline, there are various checkpoints which must be adhered to when enacting this process.
Acknowledgement – the complaint handler must confirm receipt to the complainant within the first 5 working days.
Informal Complaints
Where an assessment of a complaint is completed and the handler determines that the issues can be resolved within 3 working days, then the informal complaints procedure may be followed. The informal process is the most appropriate for uncomplicated complaints.
Informal complaints are typically non-financial issues, such as the physical condition of the vehicle or customer service. Financial complaints that can be resolved within the informal timeline would typically consist of missing documentation or inaccurate details which need rectifying.
We will handle your complaint fairly, transparently, and within a reasonable timeframe. Complaints will be categorised according to content, ensuring it is addressed thoroughly.
Complaint Logging
Complaints: Monitoring
Complaints: Reporting
Complaints: Controls
Complaints: Third Party
How and when you will hear from us
If we can resolve your complaint within 3 working days, we will send you written confirmation of this in the form of a summary resolution letter. Where we cannot resolve your complaint within three working days, we will send you a written acknowledgement so that you know we are investigation your concerns.
We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We will keep you updated on our progress and contact you if we need to provide further information regarding the issues you have raised.
We will send you a final response within 8 weeks (unless your complaint relates to discretionary commission arrangements, see below), although we aim to get your complaint resolved well before this time. The final response will:
Let you know the outcome of the investigation
If appropriate, advise you of what we intend to do to rectify the problem
If we disagree with your complaint, clearly explain why
If we decide that you are not an eligible complainant, we will advise you of this promptly. This may be because your complaint is time barred which means the event happened more than 6 years ago, or it is more than 3 years since you should reasonably have been aware you had cause for complaint. There may be times where we need to refer part of all a complaint to a third party. Where this happens, we will aim to do so within 5 working days, obtaining your consent to do so, and providing contact details of the third party.
Escalation to External Organisations
If you are not satisfied with how your complaint has been handled, we will provide you with the information and guidance to escalate your complaint to the appropriate regulatory, government, or official body.
Understand your rights
Find guidance on making a formal complaint
Need guidance on how to make a complaint
Want to understand the best possible outcome
We hope these resources help you navigate the process, but if you need more information or support, please contact us first so we can assist you.
More information.
Complaints relating to Discretionary Commission Arrangements (DCAs)
On 11 January 2024 the FCA announced temporary changes to the handling rules for motor finance complaints relating to DCA. These rules came into force on 11th January 2024. The usual 40 working day period (eight weeks) to investigate and respond to a formal complaint is now paused under these new rules for DCA complaints beginning 11th January 2024 to 5th December 2025.
However, please note that as we were not authorised by the FCA prior to these changes, the new rules will not affect our Complaints Process as we have never entered into, or been involved in, a discretionary commission arrangement with a lender or other broker given this type of arrangement was banned in January 2021.
Please refer to www.fca.org.uk/car-finance-complaints for an explanation of the FCA’s reasons for the temporary changes in relation to discretionary commission arrangements.
Referring your complaint
After our investigation, if you are still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service (FOS). They provide a free, independent service to help resolve complaints:
www.financial-ombudsman.org.uk
0800 032 8000
Complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, London E14 9SR
If you decide to refer your complaint after we have issued our final response, you should do so within 6 months of the date on our final response letter. Details of how to raise your concerns with the FOS will be included in our final response. Communication.