Making a complaint

Making a complaint

At Autonet, our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that sometimes mistakes can happen and we get things wrong. Telling us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.

We will always aim to:

• Acknowledge your complaint promptly
• Resolve your complaint at the earliest opportunity
• Communicate our decisions clearly and fairly and let you know what you can do if you are still unhappy
• Learn from our mistakes to improve our services and products we offer

You can make a complaint by:

• Starting a Live Chat - we're online 9am-6pm Monday to Friday, and 9am-5pm on Saturdays
• Calling our team on 0330 343 8487
• Writing to us at: Complaints, Autonet, Complaints Department, Nile Street, Burslem, Stoke-On-Trent, ST6 2BA
• Completing our online feedback form

How our complaints process works

We'll aim to resolve your complaint as soon as possible, normally within three business days, at which point we'll send you confirmation in writing that your complaint has been resolved. On occasions we'll require a bit longer to resolve your complaint and in this case we'll send you an acknowledgement letter telling you when we hope to reach a decision. We'll then continue to keep you updated on our progress.

Once resolution has been agreed we'll then write to you with our complaint decision (this is called a final response), it will either be to:

• Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or;
• If we do not uphold your complaint we will explain our reasons for our decision.

If at the end of the process you remain dissatisfied, you may contact the Financial Ombudsman Service.

How our complaints process works

We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will send you confirmation in writing that your complaint has been resolved. There may be some occasions which we will need to take more time to resolve your complaint, in this case we will send you an acknowledgment letter informing you when we hope to reach a decision. We will then continue to keep you updated on our progress.

Once a resolution has been agreed we will then write to you with our complaint decision (this is called a final response) it will either be to:

• Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or;
• If we do not uphold your complaint we will explain our reasons for our decision.

If at the end of the process you are still not happy, you may contact the Financial Ombudsman Service.

The Financial Ombudsman Service can be reached via https://www.financial-ombudsman.org.uk or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

See our complaints data (PDF, 412KB)

Press office

Please note these contact details are for accredited journalists or anyone wishing to obtain company information relating to press issues only.

For press enquiries, email [email protected].