Regulatory Standards

Mis-Sold PCP Claims is committed to complying with the regulatory requirements set forth by the Financial Conduct Authority (FCA) regarding the effective identification, investigation, and resolution of customer complaints. Principle 6 of the FCA’s Principles for Businesses mandates the Company to treat customers fairly. Part of this commitment involves ensuring that customers encounter no post-sale barriers, such as difficulties in lodging complaints.

Definition

As defined by the Financial Conduct Authority, a complaint encompasses any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service. It alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience and relates to an activity of the Firm or any other organization that the Firm has some connection to in marketing or providing financial services or products.

In simpler terms, a complaint refers to any expression of dissatisfaction about the provision of Mis-Sold PCP Claims’ claims management activities, whether justified or not.

Submitting a Complaint

While Mis-Sold PCP Claims strives to provide excellent customer service, customers or potential customers who wish to lodge a complaint with the Company may do so via email, telephone, or post, using the following contact information:

Email: info@missoldpcpclaims.co.uk
Upon receipt, Mis-Sold PCP Claims endeavors to send complainants a written acknowledgment of complaints within 5 business days.

Complaints Investigation

The Company will investigate the subject matter of the complaint and may contact the complainant for further information to adequately address the issue. The nature of the investigation will depend on the complaint’s specifics but may involve interviewing relevant staff and reviewing pertinent documentation.

The Company ensures that individuals involved in investigating complaints are independent and have not been involved in the events complained about.

Final Response

Mis-Sold PCP Claims aims to issue a final written response to the complaint within 8 weeks of initial receipt.

The final response may

Accept the complaint and, where appropriate, offer redress or remedial action;
Offer redress or remedial action without accepting the complaint; or
Reject the complaint and provide reasons for doing so.
If the Company is unable to issue a final response within 8 weeks, the complainant will receive a written response explaining the delay and the expected timeline.

Appeal

Complainants have the right to escalate their complaint to the Financial Ombudsman Service, free of charge, if they are dissatisfied with Mis-Sold PCP Claims’ final response or if the Company does not issue a final response within 8 weeks.

Complaints must be escalated to the Financial Ombudsman Service within six months of receiving the final response or of the 8-week deadline.

Review

Mis-Sold PCP Claims will conduct an annual review of this policy, or sooner if triggered by internal changes (e.g., business process changes) or external changes (e.g., changes in law).