Status Disclosure

1. The Financial Conduct Authority (FCA)

The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

1. Whose products do we offer?

   Gumbrells Motors Ltd, t/a  Greenway Motors  act as a Credit Broker we can introduce you to a limited number of lenders and finance products to assist with your vehicle purchase. Please ask us for a list of our supporting lenders.

   We can provide information on the following:

   • Hire Purchase
   • Personal Contact Purchase (PCP) • Personal Loan

   Occasionally, we may need to use the services of a credit broker. We will advise you of this if applicable.

2. Which service will we provide you with?

   We will advise and make a recommendation for you after we have assessed your needs for:

   • Credit Agreements:

   Hire Purchase, Personal Contract Purchase and Personal Loan

   • Regulated Insurance Products:

   • Non-Regulated Products:

   Extended Warranty

3. What will you have to pay us for our Finance and / or Insurance Services?

   No fees apply.
   You will receive a quotation which will inform you about the cost of each of the products and any other fees relating to any particular credit agreement or insurance policy. Please note that we may receive payment(s) or other benefits from the finance provider and we receive commission as a proportion of premium paid from our insurance provider if you decide to enter into an agreement with them.

4. Who regulates us?

   Gumbrells Motors Ltd, t/a  Greenway Motors  is authorised and regulated by the Financial Conduct Authority for Consumer Credit activities our Firm Reference Number is 669871 . 
   Our FCA Permitted business is arranging general insurance and finance contracts.
   You can check this on the FCA Register by visiting their website www.fca.org.uk

5. What to do if you have a complaint:

   Complaints Handling Procedure

   We're dedicated to providing you with the best possible service. In the unfortunate circumstance that you have a complaint please contact us immediately by either one of the following means:

   By Post: Gumbrells Motors Ltd, t/a Greenway Motors

   By Telephone: 01823 333129

   By Email: [email protected]

   09:00 – 17:00 Monday to Friday.

   
   

   Acknowledging your complaint

   If you are dissatisfied in any way with the service, you have received and wish to make a complaint, we ask that you bring this to our attention as soon as possible so that we can try and resolve this for you. We will acknowledge receipt of your complaint within 5 working days.

   
   

   Investigating your complaint

   We will investigate your complaint fairly, consistently and promptly. We will assess:

   
   

   • The nature of your complaint.
   • Whether any third party is involved in the complaint (such as the lender).
   • How we should resolve the complaint.
   • Our Team will look at all the available evidence and the circumstances of your complaint. They'll also take into account any relevant laws or regulations.

   During the course of our investigation, we may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly and thoroughly, we ask that you help by communicating openly and accordingly with our us.

   We'll keep in touch throughout the process, and we'll be happy to answer any queries you may have about how we're progressing.

   
   

   Final response

   We will endeavour to send you a Final Response within 8 weeks from the receipt of your complaint. If we are unable to provide you with a Final Response within this time, we'll send you a response to explain why we've not been able to complete our investigation, and also give you an indication of when we expect to be able to provide you with a Final Response.

   
   

   If you are unhappy with our final response

    If you are not happy with our response, and you are an eligible complainant, you can at escalate your complaint to the Financial Ombudsman.

   If you would like the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our Final Response. They may ask you to send a copy of this.

   Eligible complainants are:

   
   

   • A consumer
   • Companies within the EU definition of a microenterprise
   • Charities with an annual income of under £6,500,000
   • Trustees of a trust with assets of under £5,000,000
   • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
   • A guarantor

   The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

   By Post:

   The Financial Ombudsman Service Exchange Tower

   London E14 9SR

   By phone: 0800 023 4567 or 0300 123 9123

   By email: [email protected]

   Website: www.financial-ombudsman.org.uk

   We'll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.

6. Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the FSCS. You maybe entitled to compensation from the scheme if we cannot meet our obligations for any insurance products you purchase.
This depends on the type of business and the circumstances of the claim. General Insurance advising and arranging is covered for 90% of the claim with no upper limit. Compulsory forms of insurance (e.g. Motor Insurance) are covered for 100% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Please note - finance products are not covered by this scheme.

Gumbrells Motors Ltd Vulnerable Customer Policy

How do we identify Vulnerable Costumers?

In order for Gumbrells Motors Ltd to address the needs of Vulnerable Customers we will firstly need to be able to identify them. There are many risk factors involved including bereavement, illiteracy, illness, disability or other impairments which increase a consumer’s vulnerability.

Our team remains alert to the signs that the person we are talking too may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them.

The Mental Capacity Act says, that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process or cannot communicate their decision.

As part of our customer experience at Gumbrells Motors Ltd we always look out for vulnerable consumers and we aim to help and support them by:

• Training our customer facing staff so they are able to deal with vulnerable customers appropriately.
• Observing and involving other members of staff who can provide help and support.
• Being patient and taking time to listen and facilitate a conversation with the customer so that they fully understand.
• Sharing information with our Partners regarding the customer’s current situation.
• Understanding the customer’s needs and demonstrating compassion.
• Allocating a familiar primary contact for the customer ensuring consistency and trust.
• Rewarding, recognising and praising good practice in relation to vulnerable customers.
• Simplifying language so it is clear and easy to understand and avoiding use of industry jargon.

What do we look for?

In order to identify vulnerable customers, our staff are trained to ask themselves the following questions:

• Do they ask us to speak more slowly?
• Do they understand what we are saying?
• Can they hear the whole conversation without missing bits?
• Are they aware of what is being discussed?
• Are they asking unrelated questions?
• Do they sound flustered or out of breath when they answer the phone?

• Do they say 'yes' to a question that they have not understood?
• Do they keep repeating themselves?
• Do they suggest another family member deals with things for them?
• Do they say they have not understood previous correspondence or communication?

Communicating with Vulnerable Customers

When we communicate with vulnerable customers we ensure that we:

• Speak clearly to customers.
• Set the expectations for the discussion.
• Demonstrate patience and ensure we do not rush them.
• Do not assume we know the customers’ needs.
• Keep the discussion on the relevant topic.
• Offer the customer a different method of communication.
• Accept that customers can be forgetful.
• Double check the customer has heard what we have said.
• Check in case the customer does not have clear vision.
• Ask the customer if they need to speak to anyone before they make a decision.