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Complaints Procedure of Wheelbase Alloys

Publicised Contact Details for Complaints

Written complaints may be sent to Wheelbase (G.B.) Limited, Unit 1 Sun Building, Stockfield Road, Chadderton, Oldham, OL9 9LU or by e-mail at support@wheelbasealloys.com. Verbal complaints may be made by phone to 0333 800 8000 or in person to any of Wheelbase staff at the same address as above.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Note down the relationship of the complainant to Wheelbase Alloys
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Wheelbase Alloys Manager within five business days.

On receiving the complaint, the Manager records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.

At this stage, the complaint will be passed to the Proprietor. The request for Proprietor level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Proprietor may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

External Stage

As Wheelbase Alloys is a Retail company external complaints can be made here - https://www.financial-ombudsman.org.uk/

Variation of the Complaints Procedure

The Proprietor may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a third party service and/or trustee involved as a person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

How we handle complaints

At Wheelbase Alloys we take complaints very seriously. On the rare occasion that we do receive a complaint, and you are unhappy with any aspect of the goods you purchased with us or the service you have received you may contact us in any way you prefer. Our contact details are as follows:

Phone: 0333 800 8000

Email: support@wheelbasealloys.com

Address: Wheelbase (G.B.) Limited, Unit 1 Sun Building, Stockfield Road, Chadderton, Oldham, OL9 9LU

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your finance provider V12 Retail Finance. V12 will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What can I do if I can't reach an agreement on my complaint?

If you are not satisfied with V12's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of V12's final response letter to you.

They can be contacted in the following ways:

  • Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 0300 123 9 123
  • E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website:

www.financial-ombudsman.org.uk

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