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Customer Complaints Procedure

Our aim is always to provide an exceptionally high level of service to all our customers. However, if you feel you have cause to make a complaint, it is important to us that this is handled objectively, fairly and within an appropriate timeframe.

This procedure explains how we deal with complaints, our commitments to you, and what options are available if you are not satisfied with the outcome.

If you have a complaint about any aspect of our service, we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your complaint as quickly as possible, you can contact us by telephone or in writing using the details below. Your complaint will be handled by the most appropriate person as promptly as possible.

By email:
info@innocentdriver.com

By telephone:
0800 368 8928

By post:
Innocent Driver
Kensington House
227 Sauchiehall Street
Glasgow
G2 3EX

What information do we need?

To help us resolve your complaint efficiently, please provide:

  • Your full name and preferred contact details
  • Full details of your complaint
  • Copies of any relevant documents
  • What you would like us to do to put things right
  • Any other information you feel may be relevant

What happens next

Any complaint, whether made verbally or in writing, will be allocated to the most appropriate Complaints Handler.

We will always aim to resolve your complaint as quickly as possible. Where this is not possible, we will follow the process below:

  • Your case reference will be your order or contract number
  • We will provide the name and role of the person handling your complaint
  • We will acknowledge your complaint in writing within 3 working days
  • We may contact you to clarify any details
  • We will carry out a full investigation, including liaising with any relevant third parties
  • We will keep you informed of progress
  • We will discuss our findings and proposed resolution with you

Our aim is to issue a final written response within 10 working days. In all cases, we will provide a final response within 8 weeks, in line with Financial Conduct Authority requirements.

Investigation

Our Customer Resolutions Department will work with relevant departments to establish the full circumstances of your complaint, in line with the Financial Conduct Authority’s principles:

  • Complaints will be handled promptly and fairly
  • We will provide clear responses and, where appropriate, fair redress

Eligibility

We aim to treat all complaints consistently. However, some complaints fall within the scope of Financial Conduct Authority (FCA) rules and may be eligible for referral to the Financial Ombudsman Service.

Under FCA rules, an eligible complainant is typically:

  • An individual, or
  • A small business (meeting specific criteria)

To fall within this scope, the complaint must:

  • Relate to a regulated financial service or activity, and
  • Allege financial loss, material distress, or material inconvenience

Final response

Our final response will clearly set out our decision and the reasons for it. If compensation is offered, we will explain how it has been calculated.

Where applicable, we will include details of the Financial Ombudsman Service. If your complaint is eligible, we will:

  • Inform you that you have 6 months from the date of our final response to refer your complaint to the Ombudsman
  • Confirm whether we consent to waive any relevant time limits

Complaints resolved within 3 business days

If your complaint is resolved to your satisfaction within 3 business days, we will send you a Summary Resolution Communication. This will:

  • Confirm that we consider your complaint resolved
  • Advise that if you later become dissatisfied, you can ask us to review the complaint again or refer it to the Financial Ombudsman Service
  • Confirm whether we consent to waive any time limits (where applicable)
  • Provide details of the Financial Ombudsman Service
  • Refer you to further information on the Ombudsman’s website

Closing a complaint

We will consider your complaint closed once we have issued our final response. This does not affect your right to refer the matter to the Financial Ombudsman Service.

If you are not satisfied

If your complaint relates to a regulated activity (such as a consumer credit arrangement) and you are not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If applicable, you can refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response. We will provide you with a copy of their explanatory leaflet at that time.

We will cooperate fully with the Ombudsman and comply with any decision they make.

Contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:
0800 023 4567 (free from most landlines)
0300 123 9123 (mobile-friendly rate)
+44 20 7964 0500 (from abroad)

Email:
complaint.info@financial-ombudsman.org.uk

Website:
www.financial-ombudsman.org.uk