Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it’s important to us that this is dealt with objectively, fairly and as quickly as we are able to.
The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know –
T: 01206 860006
P: 6 Commerce Way, Colchester, Essex, CO2 8HH
We kindly ask, so we can look into your complaint as quickly as possible. You include as much detail as you can, however if we are missing anything we will be in touch. We will aim to come back to you within 48 working hours of receiving your complaint.
If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.
In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.
T: 0800 023 4567
P: Exchange Tower, Harbour Exchange, London, E14 9SR
Please note, should your complaint be regarding a finance agreement or commission before 28th January 2021, we need to make you aware that the current 8 week deadline to respond to your complaint is currently paused. This is due to the investigation and review the FCA are carrying out within the Motor Finance Industry regarding the handling of such complaints. Please note we will still work hard to resolve your complaint in the background and keep you updated throughout the process; however we need to make you aware that we will not have to respond to your complaint until after 25th September 2024 at the earliest.
We also need to make you aware that if you are unhappy with your response, the FCA have extended the deadline in which you can refer your complaint to the Financial Ombudsman Service (for these types of complaints only) from 6 months to 15 months if you are sent a final response between 12th July 2023 and 20th November 2024. You can find further information on the work the FCA is carrying out via this link: https://www.fca.org.uk/carfinance