Complaints Handling Procedure

Benz Bavarian Ltd’s aim is to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the satisfaction of our clients.
This procedure explains how we deal with any complaints. It also informs you of what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing. Your complaint will be acknowledged within 3 working days and a response letter will be sent out within 28 days. A final response letter if the complaint is not resolved within 28 days will be sent out within a maximum of 56 days from the receipt of complaint.

To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your agreement details
• What you would like us to do to put things right
• Photocopies of any relevant paperwork

We will attempt to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are unable to resolve your complaint by the end of the next business day, we will keep you informed of the process of our investigations and provide our response in writing (within 28 days of complaint), and provide our final response in writing within a maximum period of 56 days. This will provide our findings and the action to then take.

If you have a regulated consumer contract with us and are not satisfied with our final response, you can refer the matter to your finance provider. We will give you the contact numbers and email addresses for the relevant provider should the need arise.
You are also entitled to contact the Financial Ombudsman Service by writing to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR or by telephone on 0800 0234567. You must do this within 6 months of our final response. When you receive our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact Mr Felix Frixou, Benz Bavarian Ltd, 109 Derby Road, Duffield, Derbyshire, DE56 4FQ. Telephone: 01332 840272. Email:

Benz Bavarian Ltd is authorised and regulated by the Financial Conduct Authority.
Number 670210.