It is the aim of Autograph Contracts Ltd to provide a very high standard of service to every client. It is important to us that all complaints or issues are resolved as quickly and as efficiently as possible, to the complete satisfaction of the client.
If you have a complaint about any aspect of our service, then please contact us to discuss this on 01634687070 or email us at sales@autographcontracts.co.uk. We will endeavor to resolve complaints in the shortest time possible. To help us investigate and resolve your concerns as quickly as possible, please provide the following information: Your full name and contact information, full details of the nature of the complaint, your agreement/ vehicle details and photocopies of any relevant paperwork relating to the complaint. Once we have the above information, we will hopefully be able to resolve the complaint immediately, however in some instances we may need to contact outside sources in order to aid us with the complaint. In these instances the timescales may be slightly longer, however please be assured that we will keep you updated on the progress throughout our investigations. For Regulated customers, within 3 working days we will provide a summary resolution, and within 8 weeks we will provide a final resolution. The time we have to resolve a complaint starts from the date it is received anywhere within the business. If you are a regulated customer and are not satisfied with our final response, you are able to take the matter further by contacted the Financial Ombudsman Service. This must be done within six months of Autograph’s Final Response.
Unresolved disputes can also be referred to the BVRLA using the contact details below. You can also check if your complaint is eligible and file a complaint by using the link below. Please note complaints need to be submitted to the BVRLA within 90 days of the final decision letter from the member.
You can also write to them at:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
Please click the below link for the BVRLA FAQ’s and the handling process.
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/adr-procedures.html
Alternatively, if you are unable to settle your complaint, please see the link below to the Financial Ombudsman which is a service to settle complaints between consumers and businesses.
https://www.financial-ombudsman.org.uk/