Customer Complaints Procedure

At WiseDriving we are committed to providing our customers with a high standard of service but understand things can go wrong.

If for any reason we have not met your expectations, let us know as soon as possible, you can contact us via telephone, emails, letter, our online chat service or social media. All of our contact details can be found on your documentation or our website www.wisedriving.com

Where a complaint arises, we will, wherever possible, endeavour to resolve the matter within 3 days of receipt. If we are unable to resolve the issue to your satisfaction within this period, we will continue investigating the matter and will follow the process detailed below.

1. We will acknowledge your complaint promptly, and reassure you that we will be dealing with the issue through our formal process, giving you the details of who will be handling the matter in our office and their contact details.
2. In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving the reasons for our decision, and ensure that your complaint is promptly forwarded to the appropriate party, in writing.
3. We will aim to present a final response to you as soon we are able to, and keep you informed of any progress, no later than 4 weeks. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks of receipt.
4. By the end of eight weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or we exceed 8 weeks, you will have a period of six months in which you can refer the matter to the Financial Ombudsman Service (FOS) for an independent assessment.
5. If a complaint is resolved within 3 days, we will issue you with a summary resolution letter. If we exceed 3 days, then we will issue a full and final resolution letter. In both instances we will also provide you with your right to take the matter to the FOS.

The FOS

The FOS provide consumers with a free, independent service for resolving disputes with financial firms and we will cooperate fully with them in respect of any complaints referred to them.

WiseDriving is a trading name of iGO4 Limited. Registered in England No 5095154. Registered address: Embankment West Tower, 101 Cathedral Approach, Salford, M3 7FB. Limited is authorised and regulated by the Financial Conduct Authority, registered number: 536726.