Complaints Policy and Procedure

Titan Vehicles Ltd is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all of our customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members and customers, in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a complaint is as easy as possible;

• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;

• we deal with it promptly, politely and, when appropriate, confidentially;

• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;

• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• resolve informal concerns quickly;

• keep matters low-key;

• enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Preamble-

Definition: Titan Vehicles Ltd defines a complaint as ‘any expression of dissatisfaction (with Titan Vehicles Ltd, or with a member of staff) that relates to Titan Vehicles Ltd and that requires a formal response’.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Titan Vehicles Ltd’s responsibility will be to:

• Acknowledge the formal complaint in writing;

• Respond within a stated period of time of 5 working days;

• Deal reasonably and sensitively with the complaint;

• Take action where appropriate.

• We will investigate the complaint and aim to resolve the issue within 30 days.

• We will issue a final written response within 8 weeks of complaint raised.

A complainant’s responsibility is to:

• Bring their complaint, in writing, to Titan Vehicles Ltd’s attention normally within 2 weeks of the issue arising;

• Raise concerns promptly and directly with a member of staff in Titan Vehicles Ltd;

• Explain the problem as clearly and as fully as possible, including any action taken to date;

• Allow Titan Vehicles Ltd a reasonable time to deal with the matter;

• Recognise that some circumstances may be beyond Titan Vehicles Ltd’s control.

Responsibility for Action: All members of Titan Vehicles Ltd.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Titan Vehicles Ltd maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: Members of Titan Vehicles Ltd will receive annually a report of complaints made and their resolution and complaints will be dealt with in accordance with Titan Vehicles Ltd’s Privacy Policy.

Formal Complaints Procedure:

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 30 days.

Our contact details can be found on the Contact Us part of the Titan Vehicles Ltd Website-

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to the Titan Vehicles Ltd board of directors and ask for your complaint and the response to be reviewed. You can expect acknowledgement of your request within 5 working days of receipt and a response within 30 days.

Titan Vehicles Ltd’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

As part of that response the customer will be advised of their right to refer their complaint to the Financial Ombudsman Service if they remain dissatisfied and provided with the website address for the Financial Ombudsman. The response will include a copy of the leaflet “Your complaint and the Ombudsman”. The final response will either: Accept the complaint and, where appropriate, offer redress; or Offer redress on an ex gratia basis without accepting the complaint; or Reject the complaint; or Advise the customer of why Titan Vehicles Ltd has been unable to complete its investigations and indicate when we expect to do so. If the customer chooses to refer their complaint to the Financial Ombudsman, we Titan Vehicles Ltd will ensure that all information requested by the Financial Ombudsman is provided promptly and will cooperate with the Ombudsman in the investigation and resolution of the complaint. Where it is determined that, in order to resolve a complaint, an offer of redress is appropriate this must be approved by Leo Millman.