Complaints Procedure:

If you would like to register a complaint or concern with us, please contact us on the following:
by writing to us at Complaints: Murison Commercials Ltd, 94 Hilton Drive Aberdeen AB24 4NL
by emailing by telephoning 01224 276 300

Our process for dealing with complaints received by us will differ depending on what the complaint is about.
Products regulated by the Financial Conduct Authority (FCA) and non-financial products are treated differently and have different procedures.

We will treat as an FCA product complaint (FCA Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.

Process for all complaints

Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. We will look to resolve your complaint as quickly as possible.
The responsible manager at either the car or commercial site will contact you to attempt to resolve the concern and will update our complaints system accordingly.

Process for general complaints

After the process above, if we are unable to resolve your complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.

Process for FCA complaints

In addition to the process above, our central review team will also review all FCA Complaints and we have a slightly more formal process.

Promptly following receipt of your complaint

Any FCA Complaint that has not been resolved straight away will be recorded by our central Customer Services team and we will send you a letter to acknowledge your concerns.
investigate. If we do so, we will write to you to let you know and will give you the name of the firm or company to which we are forwarding your complaint. We will provide you with a written conclusion within 8 weeks. If you are still unsatisfied, you have the right to make contact with the Financial Ombusmans Service. 0800 023 4567