Complaints Procedure
msg-nonstatuscontracthire.co.uk is a brand name of Moore Sales Group Leasing Limited
At Moore Sales is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently in respect of the Finance brokerage that we have provided and that is regulated under the Consumer credit act.
Complaints may be made in writing to:
Customer Relations
Moore Sales Group Leasing Ltd
Suite 3 – 224 Market Street
Hyde
Stockport
Cheshire SK14 1HB
or by telephone on:
or by e-mail to: customerrelations[email protected]
What happens next?
You will receive a written or electronic acknowledgment of your complaint within five business days of receipt, identifying the member of staff who will be dealing with your complaint.
Within four weeks of receiving the complaint;
We will send you either;
a. a final response which adequately addresses the complaint.
b. a holding response which explains why we are not yet in a position to resolve the complaint and which will indicate when we will make further contact with you.
Within eight weeks of receiving the complaint;
We will send you either;
a. a final response which adequately addresses the complaint.
b. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the relevant Regulator if you are dissatisfied with the delay.
The outcome.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.
We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.
Moore Sales Group Leaisng is authorised and regulated by the Financial Services Authority, and licensed by the office of fair trading under the consumer credit act 1974.
