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Complaints Procedure

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If I have a complaint, what should I do?

Ocean Automotive Ltd (trading as Poole Audi) is incorporated in the UK, Company No. 03982785 and authorised and regulated by the Financial Conduct Authority, FRN No. 309448.

Our commitment to you  

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Conduct Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a complaint

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.

Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

Who should I contact with my complaint?

If your complaint is regarding a finance or insurance product sale, you should contact: 

Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD. Telephone: 01452671560

Email: complaints@automotive-compliance.co.uk

Any other complaints should be addressed to Elliot Onaran, Head of Business, Poole Audi, Old Wareham Road, Poole, Dorset, BH12 4QN. Alternatively, you can email your complaint to elliot.onaran@pooleaudi.co.uk or telephone 01202 775050.

How will my complaint be dealt with and what happens if it cannot be resolved right away?  

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Once received, your complaint will be investigated and dealt with in the following way:

By Day 7

We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By Day 28

Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By Day 56

In the unlikely event that your complaint has not been resolved at an earlier stage, a senior manager will complete a review and write to you with a final response.

If you are still dissatisfied

If you wish to pursue your complaint further or if we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service within six months of your final response. However, you will need to check that your complaint falls within its terms of reference. This service is free to use.

The Financial Ombudsman Service is there to act as an impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.  Telephone: 0800 023 4567. 

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

Website: www.financial-ombudsman.org.uk

Where your complaint does not relate to a financial service, you can contact The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN. Telephone: 0345 241 3008. Email: consumer@tmo-uk.org or you can visit their website www.TheMotorOmbudsman.org to learn more about their alternative dispute resolutions.

Any reference to any of the above will not affect your right to take legal proceedings.

Ocean Automotive Limited trading as Poole Audi is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Ocean Automotive Limited trading as Poole Audi to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes Volkswagen Financial Services UK. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to Volkswagen Financial Services UK, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives and which you are eligible for from our panel of lenders. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and Volkswagen Financial Services UK may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.

At the end of the agreement there are three options: i) retain the vehicle: pay the optional final payment to own the vehicle; ii) return the vehicle; or iii) replace: part exchange the vehicle, finance subject to status. Available when purchased on Solutions Personal Contract Plan. Deposit contribution is available when purchased on Solutions Personal Contract Plan. Retail Sales only. +Subject to agreed annual mileage. Excess mileage apply. Offer available for vehicles ordered between 1st July and 30th September 2024. Further charges may be payable if vehicle is returned. Offers are not available in conjunction with any other offer and may be varied or withdrawn at any time. Available to 18's and over. Subject to availability. Terms and conditions apply. Finance subject to status. Accurate at time of publication [July 2024]. Freepost Audi Finance.

General Finance Terms and Conditions. Please note you will not own the vehicle outright until all payments are made. If you default on your finance payments, then the vehicle may be repossessed by the finance provider. You must be 18 years or older to apply for finance. Finance is not guaranteed, and any finance application is subject to a credit check and individual circumstances. If you require any further information please do not hesitate to contact us. The finance provider will have their own Terms and Conditions, please contact them directly for further information.

For information relating to the tyre efficiency of new Audi models, please visit: https://www.uk.audi.com/uk/web/en/models/eu-tyre-label.html

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VAT Number - GB 205315255 | Company Number - 03982785 | FCA Number - 841832

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