Complaints Procedure
These are the steps we take at Driven Auto Solutions (DAS) to handle any complaints
Please note that It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. The information below informs you on how to make a complaint and sets out our complaints handling procedure.
What you should do if you need to contact us
Firstly, talk to us, reach out to one of our Auto Experts or Customer Services team via our contact us form on-line or our telephone number 0207 112 4877
We are open Monday to Friday 9 a.m. to 5 p.m. You could also write to us at Driven Auto Solutions, Customer Services, 167-169 Great Portland Street, London W1W 5PF. If you wish to contact us via email please visit the Contact Us page of our website.
What would happen next?
Depending on the circumstances we may ask you to outline your complaint in further detail in writing; this may help us fully understand your concerns. If it’s not possible to resolve your complaint immediately, we would look into it in more detail to explore positive solutions. After your complaint has been received, DAS take the following steps:
Within 7 days
We will attempt to give you a full reply. If this is not possible, we will send you an acknowledgement, which will confirm that we have received your complaint and will provide you with details of who in our team is handling it.
Within four weeks
We would hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation however, if you are still unhappy, please contact us at Customer Services. In some cases, we may need more time to respond and if so we will write to you with an update of the situation.
Within eight weeks
In the majority of cases, we will have written to you with our final response
It is unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update and we will also endeavour to enclose a copy of the Financial Ombudsman Service’s standard explanatory leaflet.
If you are dissatisfied with our final response or the update provided at eight weeks you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.
The Financial Ombudsman Service consumer helpline is available on 0800 023 4567 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
