End of PCP charges - Complaint process

deason_uk

Hi,

I had some work done on my car that at the return inspection were deemed unsatisfactory.

I got these rectified after inspection and then handed the car back to the BCA.

I noted on return the work was rectified.

I have since received an invoice (as i expected). So, i rang up to appeal/complain.

I was told someone would ring back in 72 hours and discuss.

I received this letter within 2 days;



I rang back to discuss, the guy said "It clearly isn't resolved to me"...then said someone else would ring back.

I've heard nothing about this complaint, which either signals they assume i will pay and goto FOS OR it is actually resolved and they have upheld the complaint and removed charges.

What do you think?

IamNotAllowedToUseMyName

deason_uk wrote: »

Hi,

I had some work done on my car that at the return inspection were deemed unsatisfactory.

I got these rectified after inspection and then handed the car back to the BCA.

I noted on return the work was rectified.

I have since received an invoice (as i expected). So, i rang up to appeal/complain.

I was told someone would ring back in 72 hours and discuss.

I received this letter within 2 days;



I rang back to discuss, the guy said "It clearly isn't resolved to me"...then said someone else would ring back.

I've heard nothing about this complaint, which either signals they assume i will pay and goto FOS OR it is actually resolved and they have upheld the complaint and removed charges.

What do you think?

I would interpret that as they have accepted the rectified work. Rather lazy and clearly ambiguous, but if they had rejected your complaint, then they would have had to explain why.

deason_uk

Yeh, its a strange one because i'd only ever assume the result was ever in my favor!

I've rung them and they've sent me the wrong letter!

How incompetent...

Does this work in my favor if I take this complaint further to FOS?

IamNotAllowedToUseMyName

deason_uk wrote: »

Yeh, its a strange one because i'd only ever assume the result was ever in my favor!

I've rung them and they've sent me the wrong letter!

How incompetent...

Does this work in my favor if I take this complaint further to FOS?

Yes, in the sense that they have failed to explain anything clearly as they are obliged to do so will earn lots of demerits with the FOS so you are racking up some potential compensation for your time. Failure to provide accurate and timely information is fundamentally non-compliant.

Where I think you are exposed (as I guess you are aware) is that they have not acknowledged that you have reworked the car since the inspection. They have accepted your endorsed paperwork but offered no revaluation and have not stated whether the reworked repair was now of satisfactory quality. The car has probably disappeared into the woodwork now, so your endorsement is probably the only lever you have. Messy.

Make sure you have clearly written your grievance to them in an email, much easier to forward to the FOS.

deason_uk

IanMSpencer wrote: »

Yes, in the sense that they have failed to explain anything clearly as they are obliged to do so will earn lots of demerits with the FOS so you are racking up some potential compensation for your time. Failure to provide accurate and timely information is fundamentally non-compliant.

Where I think you are exposed (as I guess you are aware) is that they have not acknowledged that you have reworked the car since the inspection. They have accepted your endorsed paperwork but offered no revaluation and have not stated whether the reworked repair was now of satisfactory quality. The car has probably disappeared into the woodwork now, so your endorsement is probably the only lever you have. Messy.

Make sure you have clearly written your grievance to them in an email, much easier to forward to the FOS.

Hi Ian,

I have sent them an email yesterday to complain and offer we come to an amicable outcome OR i'll be going to the FOS within the next 7 days.

The claim is 400 pounds which I have read may benefit me due to the cost of a FOS claim being 550 quid.

I'll be considerate to VWFS here, however 1. I phoned twice (first to lgo the complaint) and second to confirm the letter sent was valid, on on both occasions they have never returned a call to discuss the complaint within the 72 hours as stated and 2. This might sound a bit weird and selfish but haven't I've paid for financial services from them for the last three years (interest paid) to not experience this level of poor ineptness and comms?!

Car hasn't surfaced on BCA auctions yet (i have a search alert), and the finance hasn't been cleared yet on mine so can they sell a car in this state?

Thanks again for the help.