Terms and Conditions

Complaint and Feedback Procedure:

We are committed to providing a high standard of service to all our customers. Unfortunately, there are occasions where we may not live up to our and your expectations. If this happens, we would like to hear from you. This will allow us to put matters rights and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.

It is essential to us that all complaints are dealt with as swiftly as possible and to the satisfaction of our customers.

If you have any concerns relating to your experience with us or with a vehicle or product you have purchased from us then please contact our After Sales Team using the contacts below. Our After Sales Department is open Monday to Friday 9am-6pm.

Email: [email protected]
Phone: 01438 873520
Mobile:
Address:
Wedgewood Way
Stevenage
Hertfordshire
SG1 4QT

Finance complaints:

We aim to acknowledge all finance complaints within 5 working days. You will be provided with details of who is responsible for your complaint and how to contact them. We will always do our best to resolve any complaint as swiftly as possible and with as little inconvenience to you as possible. During the complaint process we will keep you informed, and you may contact your case handler at any stage. We will also ensure to inform finance companies of any new complaints within 5 working days.

Within 8 weeks we aim to close all complaints.

Appeals:

If you are not satisfied with the outcome of your complaint after 8 weeks, then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority with the purpose to review unresolved Finance Complaints. Please see details below:

Address: Harbour Exchange Square, London E14 9SR

Telephone: 0800 023 4567

Email: [email protected]

Quality Part X Deduction Policy:

In the event that you have a valid reason to return the vehicle under your consumer rights; we reserve the right to deduct a reasonable sum of money for the usage of the vehicle and any failure to keep it in good condition. Our policy is to charge 45 pence per mile for each mile covered since the date of sale, along with the cost of any estimate for repairs required due to any damage to the vehicle that was caused whilst in your possession/ownership.

Please note that if you collected the vehicle from our premises then it would be your responsibility to bring the vehicle back to Quality Part X in the event of an After Sale issue or a return for refund.

Initial Disclosure Document:

The Financial Conduct Authority is the independent regulator of financial services. We are required by them to provide all customers with what is called an ""initial Disclosure Document'.

This document provides you the following information:

  • Who we are.
  • The products we offer.
  • The services we provide.
  • What we charge for our services.
  • Who regulates us.
  • What to do if you have a complaint

What services do we provide:

We will provide you with either comparable details of firms most appropriate to your lending or purchase requirements as well as general information relating to finance products.

To assess your requirements, we may need information about your personal circumstances and objectives that are relevant in order to identify your needs. It is important that you provide us with the correct and relevant information.

Please note that we purchase most of our cars with Stock funding, they may have finance markers but these will be cleared within 7 days. This is normal industry practice, we only sell cars we have full title.

Whose products do we use?

As an FCA regulated dealership, we can introduce you to a range of lenders who may be able to provide funding for your vehicle. We work with a range of lenders to secure you the best deal. We also offer other products/services you may require including extended warranty, shine protection and breakdown cover. All products we offer are optional.

Do we charge for our services?

We charge an administrative fee of £299.

We may also receive commission from finance providers should you decide to enter an agreement with us. These fees may be variable or pre-set dependent on the product and the volume that we place with the chosen supplier.

Who regulates us?

Quality Part X LTD is authorised and regulated by the Financial Conduct Authority. Our company reference number is 663730.

This information can be verified on the Financial Conduct Authority register by visiting their website: https://register.fca.org.uk/s/ or by contacting them on 033 500 8082.

Please note that Quality Part X LTD is a credit broker not a lender.

Other services we offer may not be regulated by the Financial Conduct Authority, however the Financial Ombudsman Services has now been extended to handle some complaints under the Consumer Credit Act.

If you have a complaint:

Please view our complaints procedure policy.

You can also submit a complaint to The Financial Ombudsman Service using the details below.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: [email protected]