Our Complaints Process

Within WO, customer satisfaction and quality service is paramount. However, we recognise that sometimes things can go wrong and when they do we will ensure that our best attention is paid to any complaints. If you do have cause for complaint, we want to help to resolve it and if you tell us about it, we will do our best to put it right.

This section sets out the complaints procedure we have set up to make sure that you receive a quick and fair reply from us. Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

We see the complaints procedure as a two-way process in which we can also learn from the experience and further improve our service and systems.

We promise to:

• Fully investigate your complaint
• Keep you informed of the progress
• Do everything we can to help you

How to contact us:

• By phone: 0330 058 0837
• By email: complaints@whiteoakuk.com
• By post: Complaints Handling Officer, White Oak UK, Second Floor, HQ Offices, 58 Nicholas Street, Chester, CH1 2NP

When you write to us, please provide us with:

• your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them;
• your agreement number;
• your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you;
• a clear description of your concerns or complaints; and
• details of what you would like us to do to put things right.

Complaints regarding Discretionary Commission Arrangements  (DCA)  on Motor Finance Transactions

Where your complaint is subject to a DCA in relation to a consumer motor finance transaction before 28 January 2021 and was not a consumer hire agreement, we will acknowledge your complaint.

What next:

Normally, WO would look to provide you with your final response letter within 8 weeks of receiving your complaint, however, the Financial Conduct Authority (FCA) has put a pause in place for firms responding to customer DCA complaints in relation to motor finance transactions. This means you will not receive a final response letter from us within our normal 8-week timescale.

This pause will last, at least, until the 25^th of September 2024, and will ensure complaints are dealt with fairly. The outcome of the FCA’s review will determine if we need to take any action on these complaints.

Please note, this pause is limited to DCA complaints on consumer motor finance transactions only. There are no changes to timescales for any other complaints.

For more information about the FCA’s work on this topic, please visit their website: https://www.fca.org.uk/consumers/car-finance-complaints.

Financial Ombudsman Service – Discretionary Commission Models

The FCA have also implemented a new rule with regards to referral of complaints to the Financial Ombudsman Service. Where consumers with a relevant complaint were or are sent a Final Response Letter between 12 July 2023 and 20 November 2024, the consumer will now have the right to refer the complaint to the Financial Ombudsman Service, free of charge within 15 months from the date you receive your Final Response Letter. This is an extension to the usual 6-month period.

We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards by the Financial Ombudsman Service. The firm undertakes to pay promptly any fees levied by the Financial Ombudsman Service.

Complaints Handling Procedure

We aim to resolve complaints quickly and fairly. Where possible, we aim to resolve complaints within 3 business days using our Early Resolution Procedure. If it is not possible to resolve your complaint through the Early Resolution Procedure, we shall send to you as soon as possible, and in any event, within 5 business days of receiving the complaint, an acknowledgment in writing. Your complaint will be referred to the head of the relevant department, who will investigate the complaint promptly, thoroughly and impartially.

If your complaint refers to the actions of a third party, we will ask that party to investigate and report back to us, to enable us to fully respond to your complaint. In the event that we do seek input from a third party, we shall notify you of this and keep you updated. In some circumstances where the third party is solely responsible for the complaint, we will refer the complaint to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances, WO will have no further obligation to deal with your complaint in accordance with its complaints procedure.

You will receive a response as soon as possible and in any event, within 8 weeks of WO receiving your complaint.

In the unlikely event your complaint remains unresolved within eight weeks; we will advise you in writing why we are unable to offer a final response and when we expect to be able to do so. We will also provide you with details of the Financial Ombudsman Service together with an explanatory leaflet. This will enable you, if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.

We have intentionally made our complaints handling procedure simple to follow so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs.

Independent Review of Your Complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms. The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.