Complaints Procedure

Sparshatt Truck & Van is dedicated to providing excellent customer service. We’d like you to help us in our continued effort to improve customer satisfaction by telling us about your experience. If you have a complaint about the level of service you’ve received, or any dissatisfaction with your vehicle financing, we want to hear from you. Please contact us as soon as possible and we’ll do our best to try and help.

Should you feel we’ve been unable to give you a satisfactory solution, you can get in touch with our management team directly, they will investigate your concerns and make sure they’re resolved as swiftly as possible.

Stage 1 - You can contact us at: Telephone: 01795 479571 Write to: Sparshatt Truck & Van, Unit 10, Eurolink Industrial Estate, Sittingbourne, Kent ME10 3RN Email: info@sparshattgroup.com Written Acknowledgement We will provide written acknowledgement within five working days.

Stage 2 - Final or Holding Response. After four weeks from the complaint being received, we will write to you with the outcome of the investigation. If not concluded, we will write outlining the actions to complete the investigation and appropriate timescales.

Stage 3 - Final or Other Response. After eight weeks from the complaint being received, we will write to you with the outcome of the investigation or full details of the delay and advise when the issue will be completed. If not concluded, we will outline the actions required to complete the investigation and appropriate timescales.

Final Stage - Independent Review If none of these avenues provides you with a resolution that you regard as satisfactory, we will recommend that you refer your complaint to the Financial Ombudsman Service. As an independent body they will look into matters raised. For details on whether your case meets the Financial Ombudsman’s jurisdiction, please visit their website as stated below. They can be contacted as follows Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Telephone: 0800 023 4567 Website: http://www.financial-ombudsman.org.uk/

Important Information – You will not be able to refer a complaint to the Financial Ombudsman Service unless you have followed the complaints process as detailed under stages 1 to 3 above