Our procedures

Any complaint verbal or written will be referred to Chris Harbutt/Complaints Manager 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
  • 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

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Definition of a complaint

The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a customer, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.

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;

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.

Adviser or provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider, if appropriate, in consultation with you.

Investigation

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

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

  1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
  3. Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
  4. Provide the website address of the Financial Ombudsman Service; and
  5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

  1. We consider that doing so may better meet your needs; or
  2. We have already been using another method to communicate about the complaint.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear 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
  • Indicate whether or not we consent to waive the relevant time limits.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

Contact: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.financial-ombudsman.org.uk

BVRLA

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member's complaints procedure and still remain dissatisfied.

Contact: BVRLA, River Lodge, Badminton Court, Church Street, Amersham, Buckinghamshire. HP7 0DD 
Tel: 01494 434747 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
Website: www.bvrla.co.uk

 

 

 

Tyson Cooper Ltd
01473 372020
Unit 1 Brightwell Barns, Waldringfield Road, Brightwell IP10 0BJ 

This privacy policy sets out how TysonCooper Ltd uses and protects any information that you give TysonCooper Ltd when you use this website.

TysonCooper Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

TysonCooper Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st May 2012.

 

What we collect

We may collect the following information:

  • Name and job title

  • Contact information including email address

  • Demographic information such as postcode, preferences and interests

  • Other information relevant to customer surveys and/or offers

 

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.

  • We may use the information to improve our products and services.We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

  • Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

 

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websitesOur website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection  and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy  statement. You should exercise caution and look at the privacy statement applicable to the website in question.

 

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not  want the information to be used by anybody for direct marketing purposes

• if you have previously agreed to us using your personal information for direct marketing purposes, you may change your  mind at any time by writing to or emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it. or by using the unsubscribe link available  on all automated eshots.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required  by law to do so. We may use your personal information to send you promotional information about third parties which we think  you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will  be payable. If you would like a copy of the information held on you please write to Glen Tyson, TysonCooper Ltd, 70-72 The  Havens, Ransomes Euro Park, Ipswich, Suffolk IP3 9BF.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as  possible, at the above address. We will promptly correct any information found to be incorrect.

 

© Copyright Tyson Cooper Ltd 2014Tyson Cooper Ltd is Authorised and Regulated by the Financial Conduct Authority.Tyson Cooper Ltd is a Private Limited Company Registered in England & Wales Registration No: 06695627Registration Address: Unit 76, Basepoint Business Centre, 70 The Havens, Ransomes Europark, Ipswich. IP3 9BFTyson Cooper Ltd VAT Registration Number is: 979224380Information Commissioners Office, Data protection number: Z1940408

Policy statement

At Tyson Cooper Ltd we are committed in offering a professional service, sourcing vehicles and funding options which fits our customers individual needs and circumstances. 

Our aim is best set out in our mission statement:

To establish a competitive tendering model, striving for customer satisfaction by offering a tailor-made solution to suit personal and business requirements

These words reflect the culture and philosophy that is central to our activity. We recognise, however, that to fulfil this objective we must:

  • Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly
  • Monitor calls and activities to ensure that each sales enquiry is treated consistently and that any advice given is in the customer's best interests
  • Continually assess the services we provide to ensure we can meet changing requirements
  • Provide documentation to clearly and unambiguously explain how our Terms and Conditions
  • Empower our staff to ensure any concerns raised by a customer are immediately addressed

We constantly monitor our ability to achieve these standards through:

  • Regular assessments on individual performance
  • Benchmarking performance against quality standards
  • Internal and external audits
  • Customer reviews and testimonials

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