Complaint Policy

Our Commitment to You

At Phillips (Lisburn) Ltd, we are committed to delivering high standards in everything we do. If something has not met your expectations, we want to hear from you. Your feedback helps us improve our services, strengthen our processes, and maintain the high level of professionalism we stand for.

This policy explains how you can raise a complaint and how we will respond.

What You Can Complain About

We welcome complaints relating to:

• Staff conduct — behaviour, professionalism, or interactions
• Customer service — delays, communication, or service quality
• Workplace practices — processes, procedures, or standards
• Health & safety concerns
• Data protection issues
• Any situation where you believe we have not met our obligations
  

Commission related complaints
If you wish to raise a complaint in relation to any commission arrangement associated with your purchase, this should be submitted to the lender who provided your finance agreement as only your lender can respond to this. Most lenders have set up dedicated webpages and online enquiry forms to allow you to do this. 

• Your lender will in
  pasting
  form you of any next steps if you submit a complaint to them, however please be aware that it is unlikely that your lender will be in a position to issue a ‘final response’ letter until after the outcome of a current legal challenge on their recent proposed redress scheme.  
• You can find more information explaining the reasons for this FCA review and the complaints handling ‘pause’ on the FCA website here: https://www.fca.org.uk/consumers/car-finance-complaints
  

How to Make a Complaint

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

Email: mail@phillipslisburn.co.uk

Telephone :028 9266 4354

In Writing :Phillips (Lisburn) Ltd., 58 Saintfield Road, Lisburn, Co. Antrim. BT27 5BE

In Person: You may request a meeting with a manager or director.

What Information Helps Us Most

To help us understand and resolve your complaint quickly, please include:

• Your name and contact details
• A clear description of the issue
• Dates, times, and people involved
• Any supporting evidence (emails, screenshots, documents)
• What outcome you feel would be fair

Anonymous complaints will be reviewed, but our ability to investigate may be limited.

How We Handle Complaints

1. Acknowledgement
We will acknowledge your complaint within 5 working days.

2. Review
A manager or director will assess the issue and determine the appropriate next steps.

3. Investigation
This may include speaking to staff, reviewing documents, and assessing what happened and why.

4. Response
We aim to provide a full written response within 20 working days. If more time is needed, we will keep you updated.

5. Appeal
If you are not satisfied with the outcome, you may request an appeal. A senior manager or director not previously involved will review the case.

Confidentiality
We handle all complaints sensitively. Information is shared only with those who need it to investigate and resolve the issue.

Protection From Victimisation
We do not tolerate retaliation against anyone who raises a genuine complaint. Any form of victimisation may result in disciplinary action.

Data Protection
All complaint records are stored securely and retained in line with our Data Protection Policy and UK GDPR requirements.

Continuous Improvement
We regularly review complaints to identify trends and improve our services, systems, and customer experience.