Sixt Rent a Car

Complaints Procedure - Client copy

Complaints Procedure Client Copy

Page | 1

Complaints Manager contact details

Name: Amy Bond

Any complaint verbal or written will be referred to our complaints manager, Amy Bond, at the earliest

opportunity or to a member of the senior management if the complaints manager is unavailable. We will

also

▪ acknowledge the complaint in writing promptly

▪ give details in our acknowledgement letter of the Financial Ombudsman Service

▪ make contact to seek clarification on any points where necessary

▪ fully investigate the complaint

▪ keep you informed of our progress

▪ discuss with you our findings and proposed response

Ombudsman Service no later than 6 months after the date on which we sent you the final

response; or

▪ eight weeks have lapsed since we received your complaint. However, the complaint will not be

considered by the Financial Ombudsman Service if it is referred more than 6 years after the event

complained of or more than 3 years from the date on which you should have reasonably become

aware that you had cause for complaint.

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish

The complaints manager will establish the nature and scope of your complaint having due regards to the

Financial Conduct Authority’s direction:

▪ Deal with complaints promptly and fairly

▪ Give complainants clear replies and, where appropriate, fair redress

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined

and have additional rights in law that we must acknowledge and adhere to.

Sixt Rent a Car

Complaints Procedure - Client copy

Complaints Procedure Client Copy

Page | 2

▪ Trustees of a trust with net assets of under £5,000,000

▪ Professional clients and eligible counterparties where the person is an individual acting for

purposes outside his trade, business, craft or profession

The Financial Conduct Authority complaints rules apply to complaints:

▪ made by, or on behalf of an eligible complainant;

▪ relating to regulated activity;

▪ involving an allegation that the complainant has suffered, or may suffer, financial loss, material

distress or material inconvenience;

▪ not resolved by close of business on the day following receipt;

method of calculation will be shown.

We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible

complainant and a regulated activity, we will:

▪ explain that the complainant must refer the matter to the ombudsman within six months of the

date of this letter or the right to use this service is lost

If the complaint has been resolved within three working days of receiving it, the complaint manager must

issue a respond comprising:

website

Analysis

A root cause analysis will be undertaken by the firm in the case of any complaint, and this will be recorded

with the appropriate action having been taken.

Closing a complaint

Where the firm has sent a final response; or where you have indicated in writing acceptance of the firm’s

Sixt Rent a Car

Complaints Procedure - Client copy

Complaints Procedure Client Copy

Page | 3

If our final response is not acceptable to you then you may be able to refer this matter to the Financial

Ombudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part of

bound by any awards made by the Ombudsman.

We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service

Contact

8am to 8pm and Saturday – 9am to 1pm)

tariffs

These numbers may not be available from outside the UK – so please call the Financial Ombudsman from

abroad on +44 20 7964 0500

The Financial Ombudsman will be happy to phone you back if you're worried about the cost of calling them.