I need some help, complaints?

[Deleted User]

Good Morning All

I need some help, I have looked at all the forums and though you guys here may know best!.

I purchased a vehicle from Arnold Clark on Hire Purchase. At the time we were told this was a loan and also told a really nice APR, as things go and being stupid (before we joined MSE) we signed up and didnt check.

It s hire purchase and is 11.5% APR. We were told it was 8%.

Ok so moving on I complained...

Today they have responded with 10 lines saying that I signed the order form and it clearly states this. They say the onus is on me and they apologies for inconvenience that may have been caused.

They have spelt my name, my address and many words wrong. You may notice I cant spell but I would not send out a complaint response like that.

My questions is do they have to explain the complaints process???

Or are there key things that they have to include as per the FSA, like the right to appeal or take the matter further as this letter is just no and closed.

Anyone give me some general idea here, I know its a long shot but always worth a try right?

[Deleted User]

Anyone plz?

almost_there

Hi I'm not sure of the complaints process, but can maybe offer some help on the percentage issue.


When rates are advertised as say 8% this is a rate that a certain percentage of the applications will receive, however due to credit ratings etc the rates can be higher for other applicants.

I would check your paperwork, if it says 8% confirmed then complain, if it says this rate may vary then you may have no recourse.

Hope this helps.

[Deleted User]

Thanks for the reply, I am in the process of requesting all of the original as we did not get a copy of each.

My main concern at the moment is the complaints process and really if this letter was acceptable, myimpression from reading was that you should include the next steps and the compliants process and if this being the final response state that and provide details of Ombudsman.

ManyThanks

[Deleted User]

Can anyone help me further ref procedure and legal please. Thanks all.

iolanthe07

I don't think errors of spelling or grammar will affect the legality of the loan agreement, and I don't think it is up to them to explain the complaints procedure, as it clearly would not be in their interest to do so. Be aware that car dealerships alone seem to be able to quote 'flat' interest rates in their promotions. To reach a more realistic APR you need to approximately double the 'flat' rate. I don't know why they are allowed to get away with this, but it is common.

[Deleted User]

Yes this is exactly correct ref the APR. I think my main concern is that they have refused my complaint and not investigated as they say they have. I also have proof that the sales person or whoever completes forms has entered by partners employment status as something far greater than it is, I guess everything falls to luck as we cant prove what they said and likewise, but we do have the downfall that they have a signed credit agreement.

I was probably thinking of banks, the way they always end a letter with this is such number response and bla bla bla.

I think I will still continue the complaint as either way they lied to me by saying they were giving me a better deal than my 8% APR Halifax Loan. My fault I know now, however they did not have to say this, even if they think twice next time maybe someone will be saved from the dreaded car sales people :-)

Superbiatch

assj wrote: »

I also have proof that the sales person or whoever completes forms has entered by partners employment status as something far greater than it is,

Did you not point this out at the time of signing?

[Deleted User]

I should not answer the last question :-/
I was stupid simple as that really, I didn't even read the documents

Can anyone tell me what regulations or act cover hire purchase. I have been reading on the subject and find my self going around and around.

Many Thanks

chanz4

It is on the form, I bought x2 cars from them last year. It says the apr rate and to be honest it wasnt cluttered, with it been you signed the docs the fos wont look at it really. Arnold clark are clowns, but would of quoted flat rate.

chanz4

assj wrote: »

I should not answer the last question :-/
I was stupid simple as that really, I didn't even read the documents

Can anyone tell me what regulations or act cover hire purchase. I have been reading on the subject and find my self going around and around.

Many Thanks

nothing diffent than in your agreement, its a none starter