Complaints Procedure

Introduction

Happy Motor Finance Ltd is committed to providing an excellent service to all our customers. However, we recognise that sometimes things can go wrong. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can put things right as quickly as possible.

This complaints procedure sets out how you can make a complaint, what happens when we receive it, and the timescales involved. We treat all complaints seriously and use them as an opportunity to improve our services.

What Counts as a Complaint?

The Financial Conduct Authority (FCA) defines a complaint as any expression of dissatisfaction, whether oral or written, and whether or not justified, from or on behalf of a person about the provision of, or failure to provide, a financial services activity or a redress determination.

This includes complaints about:

• The quality of our service or advice
• How your finance application was handled
• The conduct of our staff
• Our fees, charges, or commission arrangements
• How we have handled your personal data
• Any errors or delays in our service
• The suitability of any finance product you were introduced to

How to Make a Complaint

You can submit a complaint through any of the following channels:

By Email

Send your complaint to: complaints@happymotorfinance.co.uk

By Post

Write to us at:

Complaints Department
Happy Motor Finance Ltd
[Registered Office Address]

By Telephone

Call us on our main telephone number and ask to speak to the complaints team.

Through Our Website

You can also contact us through the contact form on our website, clearly marking your message as a complaint.

What to Include in Your Complaint

To help us investigate and resolve your complaint as quickly as possible, please include:

• Your full name and contact details
• Your application or reference number (if applicable)
• A clear description of what happened and why you are unhappy
• Details of any financial loss or inconvenience you have suffered
• What you would like us to do to put things right
• Any supporting documentation (emails, letters, screenshots, etc.)

Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint promptly. If we receive your complaint by email or post, we will send you a written acknowledgement within three business days. The acknowledgement will confirm:

• That we have received your complaint
• The name of the person handling your complaint
• What you can expect to happen next
• The expected timescale for resolution

Step 2: Investigation

Your complaint will be assigned to a senior member of staff who was not directly involved in the matter you are complaining about. They will:

• Review all relevant information and documentation
• Speak to any staff members involved
• Contact third parties (such as lenders or dealers) if necessary
• Consider the circumstances of your complaint fairly and impartially

We may contact you during the investigation to ask for additional information or clarification.

Step 3: Resolution

We aim to resolve all complaints as quickly as possible. Many complaints can be resolved within a few days. For more complex issues, we will keep you updated on our progress.

Timescales

We follow the FCA's complaints handling rules (DISP) and adhere to the following timescales:

• Within 3 business days: If we can resolve your complaint to your satisfaction within three business days of receiving it, we will send you a summary resolution communication confirming the outcome.
• Within 8 weeks: For complaints that cannot be resolved within three business days, we will send you a final response letter within eight weeks of receiving your complaint. This letter will set out our findings, the outcome of our investigation, and any remedial action or redress we are offering.
• If we cannot respond within 8 weeks: If we are unable to provide a final response within eight weeks, we will write to you explaining why and telling you when you can expect our final response. We will also inform you of your right to refer your complaint to the Financial Ombudsman Service.

Possible Outcomes

After investigating your complaint, we may:

• Uphold your complaint and offer appropriate redress, which may include an apology, a corrective action, financial compensation, or a combination of these
• Partially uphold your complaint where we agree with some aspects but not others, and offer appropriate redress for the upheld elements
• Not uphold your complaint if our investigation finds that we acted appropriately and in accordance with our obligations, in which case we will provide a clear explanation of our reasoning

If You Are Not Satisfied with Our Response

Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that resolves disputes between consumers and financial services firms.

You must refer your complaint to the FOS within six months of the date of our final response letter. If you do not refer your complaint within this timeframe, the FOS may not be able to consider it.

You can contact the Financial Ombudsman Service at:

• Website: financial-ombudsman.org.uk
• Telephone: 0800 023 4567 (free from mobiles and landlines) or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Other Options

Referring your complaint to the Financial Ombudsman Service does not affect your right to take legal action. However, the courts may take into account the FOS decision if you do decide to pursue legal action.

If your complaint relates to how we have handled your personal data, you may also contact the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Telephone: 0303 123 1113

Vulnerable Customers

We are committed to treating all customers fairly, including those who may be in vulnerable circumstances. If you or someone acting on your behalf tells us about any specific needs or vulnerabilities, we will take these into account throughout the complaints process. We can make reasonable adjustments to our process, such as:

• Providing information in alternative formats (e.g., large print)
• Allowing additional time for you to respond
• Communicating through a preferred channel
• Allowing a third party to act on your behalf (with appropriate authorisation)

Learning from Complaints

We take all complaints seriously and use them to improve our services. Our senior management team regularly reviews complaint data to identify trends, recurring issues, and areas for improvement. This helps us to:

• Improve our processes and procedures
• Enhance staff training
• Identify and address systemic issues
• Ensure we continue to treat customers fairly

Record Keeping

In accordance with FCA requirements, we keep records of all complaints received, including the details of the complaint, our investigation, and the outcome. These records are retained for a minimum of three years from the date the complaint was received.

Contact Us

If you have any questions about our complaints procedure, please do not hesitate to contact us:

• Email: complaints@happymotorfinance.co.uk
• General enquiries: info@happymotorfinance.co.uk
• Website: happymotorfinance.co.uk