Complaints Process

Complaints Handling Procedure


It is the aim of Hawkstone Farley Group Ltd trading as Hawkstone Farley to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint


If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, social media or email and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: support@hawkstonefarley.com Telephone: 01656 47 00 55
 

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information

  • Full details of your complaint

  • Your lease agreement details

  • Details of what you would like us to do to put things right

  • Photocopies of any relevant paperwork
     

What we will do if we receive a complaint from you

 

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

Regulated Complaints Post

Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

Financial Ombudsman Service

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 www.financial-ombudsman.org.uk

 

More questions?

 

If you have any questions in relation to our Complaints Handling Procedure, please contact us via telephone, email, or our social media channels.