Telephone: 01202 983 791

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 Gail Ninnim, Managing Director, Poole Audi, Old Wareham Road, Poole, Dorset, BH12 4QN. Alternatively, you can email your complaint to gail.ninnim@oceanautomotive.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 an impartial adjudicator and is responsible for 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.

Ocean Automotive Limited is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Ocean Automotive Limited to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.

We can introduce you to a selected panel of lenders, which includes Volkswagen Financial Services. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to Volkswagen Financial Services who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to be make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and Volkswagen Financial Services also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.

At the end of the agreement there are three options: i) retain the vehicle: pay the optional final payment to own the vehicle; ii) return the vehicle; or iii) replace: part exchange the vehicle, finance subject to status. Available when purchased on Solutions Personal Contract Plan. Deposit contribution is available when purchased on Solutions Personal Contract Plan. Retail Sales only. +Subject to agreed annual mileage. Excess mileage apply. Offer available for vehicles ordered between 1st July 2021 to 30th September 2021. Further charges may be payable if vehicle is returned. Offers are not available in conjunction with any other offer and may be varied or withdrawn at any time. Available to 18's and over. Subject to availability. Terms and conditions apply. Finance subject to status. Accurate at time of publication [1st July 2021]. Freepost Audi Finance.

General Finance Terms and Conditions. Please note you will not own the vehicle outright until all payments are made. If you default on your finance payments, then the vehicle may be repossessed by the finance provider. You must be 18 years or older to apply for finance. Finance is not guaranteed, and any finance application is subject to a credit check and individual circumstances. If you require any further information please do not hesitate to contact us. The finance provider will have their own Terms and Conditions, please contact them directly for further information.

For information relating to the tyre efficiency of new Audi models, please visit: https://www.uk.audi.com/uk/web/en/models/eu-tyre-label.html