Complaints Policy

Waylands Automotive Limited is committed to delivering a high standard of customer service. We recognise, however, that there may be occasions when our service does not meet expectations. Where this happens, we want to hear from you and we will work to resolve your concerns promptly, fairly and professionally.

This policy explains how we handle complaints and sets out the process for both regulated and non-regulated complaints.

Definition of a Complaint

For the purposes of this policy, a complaint is any expression of dissatisfaction, whether made verbally or in writing, and whether justified or not. Every complaint is taken seriously and reviewed appropriately.

Regulated Complaints

Scope

Regulated complaints relate to the sale or performance of certain finance and insurance products that fall under the regulation of the Financial Conduct Authority (FCA). This includes most finance agreements and insurance products, such as:

• GAP (Guaranteed Asset Protection)

• Cosmetic Repair Insurance

• Alloy Wheel Repair Insurance

• Tyre Insurance

If your concern relates to one of these products, it will be handled in accordance with our regulated complaints procedure. If it does not, please refer to the Non-regulated Complaints section below.

Maintenance and service plans are not generally regulated by the Financial Conduct Authority and will usually be handled under our non-regulated complaints procedure. If you are unsure which category applies, we will review your complaint and confirm the appropriate process.

How to Raise a Regulated Complaint

If you wish to raise a regulated complaint, please contact us as soon as possible. To help us investigate promptly, please provide as much relevant detail as you can about the finance or insurance product concerned.

You can contact us using the following method:

• Email: [email protected] (this is our preferred option)

Once your complaint has been received, it will be reviewed and referred to ITC Compliance Ltd, our Principal Firm, where appropriate.

You may also contact ITC Compliance Ltd directly using the details below:

• Post: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH

• Telephone: 0845 177 2266 or 0117 440 3700

• Email:[email protected]

What Happens Next

We aim to resolve complaints as quickly as possible. Where this is not possible immediately, we will keep you informed throughout the process:

• By day 7 - We aim to provide a full response. If this is not possible, we will confirm who is handling your complaint.

• By day 28 - We would normally expect to have completed our investigation and issued a detailed response. If not, we will provide an update on progress.

• By day 56 - If your complaint remains unresolved, you will receive our final written response.

If You Remain Dissatisfied

If you remain dissatisfied after receiving our final response, you may refer your complaint to the Financial Ombudsman Service within six months. The Financial Ombudsman Service provides an independent review of regulated complaints.

• Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123

Website:www.financial-ombudsman.org.uk

Non-regulated Complaints

Scope

Non-regulated complaints relate to products or services that do not fall within FCA regulation. Although the regulatory framework differs, we are committed to reviewing these complaints with the same care and attention.

How to Raise a Non-regulated Complaint

To help us investigate and respond as quickly as possible, please provide as much relevant information as you can when contacting us.

You can contact us using the following methods:

• In person or by phone: Contact the Waylands location where you made your purchase

• Email: [email protected]

Branch-specific contact details are also available here:

https://www.waylands.co.uk/contact-us/

Our head office address is as follows:

Waylands Automotive Limited

Imperial Way

Reading

Berkshire, RG2 0BF

If We Are Unable to Resolve Your Non-regulated Complaint

If we are unable to provide a full written response to your complaint within eight weeks of receipt, or if you are dissatisfied with our response, you may be entitled to refer the matter elsewhere for an independent opinion.

Waylands is a subscriber to the National Conciliation Service (NCS), a Chartered Trading Standards Institute accredited Alternative Dispute Resolution (ADR) provider.

If you remain dissatisfied after receiving our final response, you may refer your complaint to the NCS for review. This service is provided free of charge to customers.

For further information, or to submit a complaint, please visit their website here - https://www.nationalconciliationservice.co.uk/, or email [email protected].

GDPR Complaints

If your complaint relates to the way we collect, use, store, share or otherwise handle your personal data, it will be treated as a data protection complaint under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This may include concerns about accuracy, retention, security, disclosure of personal data, or the way we have responded to a data rights request.

To raise a GDPR complaint, please contact us in writing and provide as much relevant information as possible so that we can investigate properly. You may use our existing regulated complaints contact routes and we will ensure that your concern is directed to the appropriate person for review.

We will acknowledge receipt of your data protection complaint within 30 days and, without undue delay, take appropriate steps to investigate and respond. Where necessary, we may contact you for further information and we will keep you informed of progress until the matter is concluded.

If you remain dissatisfied with our response, you have the right to raise your concern with the Information Commissioner’s Office (ICO), the UK regulator for data protection matters. We would, however, appreciate the opportunity to address your concerns first wherever possible.

We Are Here to Help

Whatever the nature of your complaint, our objective is to listen carefully, act fairly and seek to resolve matters wherever possible. If you have any questions about this policy or our complaints process, please contact us and we will be pleased to assist.