HOW WE HANDLE YOUR COMPLAINT
Woodside Car Sales are committed to providing high-quality services to all our customers. However, we appreciate we may not always get it right. If a problem occurs, we strive to address complaints promptly and effectively
CONTACT US
The best way to contact us is to call or email us and we will try to resolve your complaint within 3 working days:
- By telephone 07591 477539 or 01828 670744
- By email to [email protected]
- By post to Woodside Cars (Perthshire) Ltd Main Road, Woodside, Blairgowrie, Perthshire, Scotland, PH13 9NP
WHEN AND HOW YOU WILL HEAR FROM US
If we resolve your complaint by close of the third business day following receipt, we will send you a written summary resolution communication. Where we cannot resolve your complaint within three working days, we will send you a written acknowledgement so that you know we are investigating your concerns
We will carry out a full investigation so we can assess your complaint fairly. 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 eight weeks (unless your complaint relates to discretionary commission arrangements or non-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 or 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.
Complaints relating to Discretionary Commission Arrangements (DCA) and non-Discretionary Commission Arrangements (non-DCA)
On 11 January 2024, the FCA introduced temporary changes to the complaint-handling rules for motor finance complaints relating to discretionary commission arrangements (DCAs). On 19 December 2024, the FCA confirmed that the temporary complaint-handling arrangements would also apply to certain complaints involving non-discretionary commission arrangements.
Under these temporary rules, the usual requirement to provide a final response within eight weeks does not currently apply to affected motor finance complaints.
The FCA has confirmed that these temporary arrangements will remain in place until further changes are announced.
Where these temporary rules apply, we will:
- acknowledge your complaint promptly; and
- explain that the handling of your complaint is subject to the FCA’s temporary complaint-handlingarrangements.
Motor leasing complaints are excluded from the extension and are being handled in line with standard DISP timescales.
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
https://www.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 6months of the date on our final response letter. For DCA and non-DCA complaints, you now have until29th July 2026 if you receive a final response on or before 29th April 2025; or within 15 months of receiving a final response on or after 30th April 2025. Details of how to raise your concerns with the FOS will be included in our final response. Please note that for DCA and non-DCA complaints the six month time limit in the FOS leaflet does not apply.
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.
All records will be kept for a period of six years
Spidersnet