Moneyway Welcome Pack - Procedure Guide - Flipbook - Page 15
Cancellations and
Withdrawals
Cancellations and Withdrawals
You are required to inform us if the customer
wishes to exercise their right to reject the
vehicle for any of the following reasons:
• Vehicle is not in full working order;
• Vehicle is not roadworthy;
• Vehicle is not fit for purpose or
• Vehicle is not of satisfactory quality.
You must inform us the same day of such
cancellations or returns to ensure Moneyway
do not request a payment from the customer.
Moneyway will require prompt return of loan
advance funds paid.
Customer Withdrawal from Credit
If the customer wishes to exercise their right to
withdraw from the Customer Agreement, you
must not accept the customer’s notification
of their intention to withdraw. You must
advise the customer to notify Moneyway of
their intention to withdraw, as set out in the
Customer Agreement and the Pre-Contractual
Explanation Document.
Complaints
You are required to work with us proactively
to resolve complaints including those raised
by the customer or their representative (the
complainant) about issues with the vehicle
under the Consumer Rights Act 2015, which
sets out the minimum standard we expect
vehicles to meet, although we expect that
vehicles supplied, and the service you provide,
be of a high quality.
Process:
• On receipt of a complaint, correspondence
will be issued to acknowledge it. This will
include a copy of the complaint handling
processes and timescales.
• A full investigation will take place with
assistance from the Broker/Dealer.
• Complainants will be kept informed of the
investigation progress.
• A final response detailing our findings and
resolution will be issued as soon as possible.
We aim do this within eight weeks. The
response will confirm the complainant’s
rights to refer their complaint, should
they remain dissatisfied, to the Financial
Ombudsman Service (FOS).
• If we have not issued our final response
within eight weeks, correspondence will be
issued informing the complainant that they
have the right to refer their complaint to FOS
if they wish to do so.
• In the event the complaint is upheld (either
through our investigation, or as a result of a
determination by FOS), the Broker/Dealer,
if asked, will be expected to support in
the resolution of the complaint, including
reimbursing Moneyway all costs incurred on
an indemnity basis.
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