Complaints Procedure

FuelActive aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with your dealings with the organisation.

Making a complaint

If you feel you need to make a more formal complaint we aim to handle complaints efficiently and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. FuelActive assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain

Anyone adversely affected by the way FuelActive serve our customers can make a complaint.

A representative may complain on behalf of an affected person if they:

  • Are deceased
  • Cannot or do not feel confident to make a complaint themselves, or
  • Have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to endeavour to find someone from an independent organisation to act as an advocate for you.

How to make a complaint

You can complain:

  • in person-
  • by telephone
  • by email
  • by letter
  • through a member of our staff
  • through an advocate or representative

Anonymous complaints

We will deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

Responsibility

The relevant Departmental Manager has authority and responsibility for dealing with all complaints made about their departments’ service.

We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help with your complaint.

How we handle complaints

FuelActive will request the appropriate member of our management team to investigate the complaint. That person will have sufficient seniority, authority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. All complaints are handled on a free of charge basis.

We will keep you informed about the progress of the investigation. We aim to have most complaints concluded within 14 working days. When a complaint is more detailed/complex we may need longer to understand all aspects. If a longer period of time is required we will tell you why and we will keep you informed on progress. For finance and/or insurance related complaints we may require up to 8 weeks to investigate; further information on this type of complaint is provided later in this procedure and in these circumstances we will always keep you fully informed on progress.

When we have finished investigating, we will inform you of our decision. Information will include.

  • details of the findings;
  • any action we have taken; and
  • our proposals to resolve your complaint.

Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not able to investigate properly; but we shall consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. Some types of final response have regulatory timescales; for example, complaints with referral rights to the Financial Ombudsman Service (FOS). In these instances the final response from FuelActive will be provided in writing giving clear details of referral rights and time limits. All referrals to the Financial Ombudsman Service (FOS) are free of charge and must be made within 6 months of a final response from us. Referrals to the Motor Ombudsman are also free of charge and must be made within 12 months of making a purchase/receiving a service from us, or our final response letter.

Further Steps

At any stage during the process, if you are not happy with the way our management representative is dealing with your complaint you may escalate to their Managing Director. The complaint will then be investigated by the Managing Director who will liaise with you to understand all of the detail before reaching a final decision. In these instances, a final response to your complaint will be made in writing and will be deemed as a final outcome by FuelActive.

When we have investigated your complaint, if you are not happy with the final outcome, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Alternatively, you can telephone 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk.

Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

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