Finance Complaints Procedure

This policy sets out our customer complaints handling procedure for products bought using a finance agreement. Please note that Clearwell Mobility Ltd is a credit broker not a lender. This compaints procedure is only for customers who have purchased products using a finance agreement

How can finance customers register their complaint?

1. In person at any of our showrooms or at our head office: Clearwell Mobility Ltd, Unit 3, 21 Albert Drive, Burgess Hill, West Sussex RH15 9TN

2. By telephone to Clearwell Mobility Ltd on 01444 253300

3. By writing to the company at the above address

4. By e-mail to the company on:

Who will handle the complaint?

When we have registered your complaint, we will advise you of the name and the Manager who has been designated to handle the matter.

What happens if my complaint cannot be resolved immediately?

We will endeavour to resolve complaints as quickly as possible. Should this not be possible within 5 working days of receipt of your complaint we will keep you fully informed of progress and an expected timescale for conclusion.

What happens if my complaint takes longer to resolve?

Should your complaint not be resolved within 4 weeks of receipt, we will send you a letter or an e-mail explaining why, our proposals going forward and when we plan to make further contact with you.

Our final response to resolve your complaint

When we believe we have reached a satisfactory conclusion we will confirm this in writing. If we have failed to arrive at a satisfactory conclusion within 8 weeks of receipt of your compliant, we will write to you setting out our final intentions to resolve the matter.

At this stage, we will explain options available to you which will include referring your complaint to the Financial Ombudsman. The Financial Ombudsman Service (FOS) is available to help resolve outstanding disputes and you can contact them using the details below. Please note that this service is only available after a period of 8 weeks have elapsed from the date of your complaint to the company. If you don't agree with our resolution of your complaint and you'd like to take it further, you can ask the Financial Ombudsman to review your complaint. This is a free, independent and impartial service that helps resolve disputes.

Although you can refer your complaint to the Financial Ombudsman at any time, they'll ask for our permission to investigate complaints where:

  • You haven't complained to us first, to give us the chance to put things right.
  • You have complained to us, but we haven’t given you our Final Response yet and we’re still within our timescales.

We'll send you the full details of our decision in our Final Response, including your right to refer your complaint to the FOS. If you do so, it should be within be 6 months of the date on our Final Response.

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