IF SOMETHING HAS GONE WRONG
Complaints
Policy
How to raise a complaint, what we need from you, and the timescales we work to. If you are not satisfied, the Financial Ombudsman Service is the next step.
How to raise a complaint.
The timescales, and the Ombudsman route.
Credit broker, not a lender · FCA FRN 1014460
Finance any car
FCA regulated
No deposit needed
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What information do we need to address your complaint?
- Your full name
- Vehicle registration number
- Contact details – email and mobile
- Copies of relevant paperwork or photographic evidence
- What you expect us to do to put things right
- Complaint resolution
- You will be kept fully informed of the status of your complaint at all stages.
- We will acknowledge receipt of the complaint within 3 days. Our aim will be to send you our final written response within 4 weeks but no later than 8 weeks.
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.
Resolving complaints
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.
You can contact the financial Ombudsman at the following address:
- Post: 0800 023 4 567 or 0300 123 9 123
- Telephone: 0800 023 4 567 or 0300 123 9 123
- Email: complaint.info@financialombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
- The Financial Ombudsman Service: We’ll maintain records and provide the Financial Ombudsman Service or the Financial Conduct Authority, on request, details of all complaints handled by us