ScootaMart LTD – Complaints Policy

Our commitment
At ScootaMart LTD we are committed to providing high-quality products and services. If you are unhappy with any aspect of your experience with us, we want to know about it so we can put things right and improve.

We follow the rules and guidance of the Financial Conduct Authority (FCA) in handling complaints, as we may provide regulated finance services for purchasing mobility scooters.

 

1. What is a complaint?

A complaint is any expression of dissatisfaction, whether oral or written, about:

• A product or service you have bought from us
• Advice or information we have given you
• The way we have treated you

 

2. How to make a complaint

You can contact us in the way that suits you best:

• In writing: Scootamart, Mobility House, Owen Street, Preston, PR1 5DT
• By phone: 01772 721000
• By email: admin@scootamart.com
• In person: At our shop during opening hours

Please include:

• Your name and contact details
• Details of your complaint
• Any supporting documents (if relevant)

 

3. What happens when you complain

• We will acknowledge your complaint within 5 business days of receiving it.
• We will investigate fairly and promptly, keeping you informed of progress.
• We aim to resolve most complaints quickly. If it takes longer, we will update you in writing.
• We will issue a final written response within 8 weeks of receiving your complaint.

 

4. If you are not satisfied

If you are unhappy with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the:

Financial Ombudsman Service (FOS)

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

This is a free and independent service. You must refer your complaint within 6 months of our final response.

 

5. Record keeping

We keep records of all complaints received and how they were handled. These are monitored regularly to help us improve our service.

 

6. Accessibility

We are committed to making our complaints process accessible. If you need information in an alternative format (such as large print, Braille, or audio), please let us know.