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Livingstone Finance Complaints Policy

At Livingstone Finance we place our strongest focus on customer care. However, we do understand that on occasions situations happen that result in the need to make a complaint. Rest assured that should you feel the need to do this, we take any complaints seriously and we will handle your complaint in a professional unbiased manner.

It may help you to read the OFT Guidance for Second Hand Car Dealers which outlines Compliance with the Consumer
Protection from Unfair Trading Regulations 2008 and the Consumer Rights Acts 2015..

How to make a complaint?

Call 0845 643 5058 and speak to our offices with an outline of your complaint.

You will then be asked to put this complaint in writing via email or by post.

All complaints will be handled personally by a member of the senior management team.

We will confirm receipt of your written complaint either via email or in writing within 48 hours.

Complaints about vehicles, we would also ask you to contact the supplying dealer and also copy them in on any communication. We are happy to facilitate communication with the dealer however we find the best action is direct communication with the original dealer.

We will also advise you at the time you have the right to forward a copy of your email to the funder of your finance agreement. If you choose to do so we will give you the information at this point.

All complaints will be handled inline with FCA guidelines. This means that most complaints will be resolved within 8 weeks of receiving the written complaint. This resolution will be in the form of one of the following:

1. Acceptance of the complaint offering redress or remedial action.

2. Offers redress or remedial action without accepting the complaint.

2. Rejects the complaint and gives reasons for doing so. If this is the case then we will provide you with a copy of the Financial Ombudsman Service standard explanatory leaflet, and inform you that you have the right to refer your complaint to them, but that you must do this within 6 months.

3. Offers a written explanation on why we are not in a position to make a final response and indicates when we expect to make one. At this point we will enclose a copy of the Financial Ombudsman Service standard explanatory leaflet, and inform you that you have the right to refer your complaint to them, but must do this within 6 months.

If a satisfactory conclusion is agreed we will ask for you to confirm this in writing before we conclude.