Cuff Miller Complaints Policy
You can contact us via the following methods:
Email: admin@cuffmiller.co.uk
Post: Cuff Miller, Horsham Road, Littlehampton, West Sussex, BN17 6BX
For urgent issues, please:
Phone: 01903 714367
In Person: Ask to see the Dealer Principal.
Please be advised that you may be asked to put your complaint or request into writing so that we can action this.
Whilst we always aim to deliver the best possible service, unfortunately there are times where we may not have met your expectations. We take all constructive feedback seriously. Therefore, if you have any general questions, concerns or complaints about Cuff Miller please address them to ‘The Dealer Principal’ detailing your concern, any relevant information (such as vehicle details if appropriate) and the resolution you are seeking.
For information regarding how your data is used or processed, or to make a subject access request, please make a request in writing to The GDPR Team. You can see further information regarding data handling, protection and privacy here: https://www.cuffmiller.co.uk/privacy-policy
For any complaint regarding Payment Protection Insurance (PPI), GAP insurance, Commission payments or anything to a finance agreement please make a request in writing to ‘The Dealer Principal’ detailing the nature of your request.
For more information on discretionary commission visit the Financial Conduct Authority website for more: FCA to undertake work in the motor finance market | FCA
We aim to address all concerns as quickly as possible and without undue delay. This may take up to 28 days, but in most cases this will be considerably quicker. In such cases where a response is likely to take longer, Cuff Miller will acknowledge your complaint and notify you within the initial 28 day period, the intended timeline and time period for a final response.
Please be aware that for complex cases, such as GDPR access requests involving the recovery of data, video or similar, or if multiple applications have been made by the same individual; it may be necessary to extend the response time to eight weeks.
Where a complaint relates to discretionary commission, a final response may take some months. This is in line with FCA guidance, which can be found here: https://www.fca.org.uk/consumers/car-finance-complaints
If we are unable to resolve your complaint satisfactorily, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Further information is available by calling the FOS on 0845 080 1800 or at http://www.financial-ombudsman.org.uk
If you require extra assistance with regards to accessing our services and/or raising a complaint, please let us know how we can help you.