It is the aim of Autograph Contracts 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 complete satisfaction of our clients.
This policy explains how we will deal with any complaints. It also tells you 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 on 01634 687070 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.
To help us to 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, details of what you would like us to do to put things right, photocopies of any relevant paperwork
We will try to resolve your complaint immediately, however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and detail our final response in writing providing our findings and the action taken within eight weeks of your complaint.
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response letter.
Unresolved disputes can be referred to the BVRLA by either the by you or by us, however we cannot initiate a complaint against the customer.
If you do not have access to email, details can be sent by post to:
Fax: 01494 434499
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.