Welcome to Poole Audi Poole Audi

Complaints Procedure

Complaints Procedure

If I have a complaint, what should I do?

Ocean Automotive Ltd (trading as Poole Audi) is incorporated in the UK, Company No. 03982785 and authorised and regulated by the Financial Conduct Authority, FRN No. 309448.

Our commitment to you  

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Conduct Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a complaint

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.

Who should I contact with my complaint?

In the first instance, your complaint should be addressed to Mark Laming, Head of Business - Director, Poole Audi, Old Wareham Road, Poole, Dorset, BH12 4QN. Alternatively you can email your complaint to Mark.Laming@pooleaudi.co.uk or telephone 01202 775050.

How will my complaint be dealt with and what happens if it cannot be resolved right away?  

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, a senior manager will complete a review and 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 your final response. However, you will need to check that your complaint falls within its terms of reference.

The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.  Telephone: 0800 023 4567. 

Email: complaint.info@financial-ombudsman.org.uk

Where your complaint does not relate to a financial service, you can contact The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN. Telephone: 0345 241 3008. Email: consumer@tmo-uk.org or you can visit their website www.TheMotorOmbudsman.org to learn more about their alternative dispute resolutions.

Any reference to any of the above will not affect your right to take legal proceedings.