Complaints

At Fred Henderson Ltd, we pride ourselves on our customer service-focused approach, which aims to leave motorists feeling valued and completely satisfied that their needs have been met. If for any reason you feel that we have not lived up to your expectations on the occasion, please contact us immediately to allow us to rectify the situation. We take complaints about our work, staff, and levels of service very seriously.

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: [email protected]

Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at  https://www.financial-ombudsman.org.uk/

1. Principles

• Fred Henderson Ltd aims to ensure that its work is professional and carried out to a consistently high standard. When we do not achieve this, we expect that those who have been disappointed by our service will let us know by means of a complaint, and support us in our attempts to sort out any difficulties.
• The definition of a complaint used by Fred Henderson Ltd is: - "Any expression of dissatisfaction with the standard of work, service, consultation or behaviour of any Fred Henderson Ltd employee".
• All staff will be aware of the complaints procedure, and all new staff will receive training on the complaints procedure at their induction.
• All staff will:
• Make sure all referrers, users and clients of its services are informed of the complaints procedure and;
• Ensure that all complaints are dealt with in accordance with the complaints procedure.

2. Procedure for making a complaint

2.1 Should any member of staff become aware that a person, or an organisation, is dissatisfied with the service offered by Fred Henderson Ltd, and the concern cannot be resolved informally, that person should be informed of their right to use the complaints procedure and to whom the details of the complaint may be made.

2.2. Complaints may be submitted, by letter to:-
Fred Henderson Ltd
Langley Bridge Garage
Langley Moor
Durham
DH7 8JZ

Except in the case of complaints while operating under FCA permissions in which case please contact -
Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: [email protected]

A record of the complaint will be placed on the complaint and relevant project/programme file.

2.3. There are three stages to the Complaints Procedure:

2.3.1. Stage 1:

All complaints will be dealt with in the first instance by the Department Manager. If you are not happy about making a complaint directly to this person, or this is the person you want to complain about, a complaint may be made to the Managing Director.

A response to your complaint will be provided within 10 working days and will contain details of how the complaint will be resolved. This will be recorded on with a copy in the Fred Henderson Ltd Complaint File. If it will take longer than 10 days to resolve the complaint, the person handling the complaint will write to you and explain this.

Having received a response to your complaint, the complaint will be treated as resolved, unless you wish to take the matter further. If you are still dissatisfied you must, within 10 working days, go through to Stage 2 of the Complaints Procedure.

2.3.2. Stage 2:

Please write to the Managing Director, at Fred Henderson Ltd. The letter should explain who you are, what you are complaining about, the name of the Fred Henderson Ltd member of staff who dealt with your complaint, why you are still dissatisfied, what you would like to happen and any other points you feel are relevant.

An acknowledgement that your complaint has been received and is being investigated will be sent to you within 10 working days of receipt of your complaint. The Managing Director will work with you and the staff member involved resolving the complaint and agreeing action points. We will talk to you over the phone and arrange face-to-face meetings where necessary, to which you may bring someone for support. Any agreed action points will be confirmed in writing to you.

Unless you wish to pursue the matter further, the complaint will be considered to have been resolved and a record will be made with a copy in the Fred Henderson Ltd Complaint File.

If you are still dissatisfied you must, within 10 working days of receiving the action points, go through to

Stage 3

of the Complaints Procedure.

2.3.3. Stage 3:

The final stage of this procedure if you are not satisfied with the result of the escalated complaint, would be to write to the Motor Ombudsman at the address below.

71 Great Peter Street
London
SW1P 2BN

The Motor Ombudsman is the government-backed, self-regulatory body for the motor industry. Please allow eight weeks for Fred Henderson Ltd to try and resolve your concerns before contacting The Motor Ombudsman. The Motor Ombudsman will contact us with any details or information necessary and set up a case for your complaint. It will then be managed by them directly.

In the case of a complaint while operating under FCA permissions you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

3. Complaints from adults at risk, children, young people

Complaints from adults at risk, young people or children will be dealt with according to the procedures set out above but need to be handled sensitively. While, as a rule, parents/guardians/carers should be informed of the complaint that has been made and the fact that the complaint will be investigated, the child, young person or adult at risk should first be consulted. Some children/young people and adults at risk may not wish their parents or carers to be informed of the complaint, and there may be good reasons for this. A refusal to inform the parent/carer should not prevent an investigation taking place. Where parents/guardians or carers have been informed they should be invited to attend any investigation meeting and must be informed of the outcomes of the complaint.

Where a child or adult at risk protection issue is raised procedures as outlined in the Safeguarding Policy will be followed. If the social care department or police are notified, further interviews should only be undertaken in co-operation with these agencies, so that the child, young person or adult at risk is not subject to multiple interviews.

Children, young people and adults at risk will be offered support by an independent and appropriately vetted member of staff throughout the period of the complaint/investigation.