Our complaints procedure

At CarFinance Plus we are proud of our 100% commitment to customer service and satisfaction.

Even so, in a complex world, things can occasionally not go according to plan.

In the highly unlikely event of you having cause for complaint with our services, we would like to assure you that we will take the matter extremely seriously.

Before asking you to notify us of your complaint below, we like to briefly outline how we will deal with it.

How to make a complaint

We will accept complaints submitted through conventional postal services – Aldgate Tower, 2 Leman St, Whitechapel, London E1 8FA, by phone 0330 043 0033 or email contactus@carfinanceplus.com

We would normally recommend that you use email, as this provides you and us with a time-stamped audit trail.

Reception

If you have cause for complaint, once you have indicated the nature of your grievance, it will be immediately locked into our system.

From that moment onwards, it will be fully tracked and we guarantee that every single complaint is manually responded to.

By that we mean you will, of course, receive an immediate acknowledgement that your complaint has been received but also a formal response and an indication of what we are doing about it.

Tracking and escalation

We have tough self-imposed internal standards for investigating and responding to customer complaints.

In the event we fail to respond within that schedule, the matter will be automatically escalated to our senior management levels for their attention.

You will be kept fully informed of the status of your complaint at all stages and we undertake to never leave you in a “communication vacuum” where you do not know what is going on.

We will acknowledge receipt of the complaint within 3 days and we will provide a final response within 4 weeks. We will write to you again within 4 weeks if we’re unable to provide a final response within that time period. In any event, we will respond to your complaint in full within 6 weeks.

If you are still not satisfied with our response, or if a complaint is not resolved after six weeks, you may refer the complaint to:

Resolving complaints

We make an unconditional guarantee that your complaint will be fairly and objectively reviewed. Our starting point assumption is that the customer is always right.

Furthermore, we also undertake to investigate the matter in a timely fashion.

However, we do respectfully ask for recognition of the fact that some situations may require an in-depth and complicated review that might be time-consuming. As a result, at times, some patience may be required in terms of waiting for our full response.

In situations where we have clearly not performed to our own high standards, we will undertake to agree an amicable solution with you at the earliest opportunity.

However, we cannot guarantee in advance to accept the basis of your complaint or that it is an issue that warrants our resolution.

In the event that we are unable to progress your complaint further, we will write to you explaining the reasoning behind our decision and you will have the opportunity to respond.

External adjudication

In the event that you and we are unable to amicably agree a resolution, there are a number of external bodies that you may be able to turn to in order to seek a third party’s opinion.

Your exact course of action may depend upon the specific nature of your complaint, but you may have recourse to:

  • the Financial Ombudsman (Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone: 0800 023 4567. Website: www.financial-ombudsman.org.uk);
  • Citizens Advice;
  • various consumer protection authorities and associations;
  • the Financial Conduct Authority (FCA). We are authorised and regulated by them under the registration number 731217.

We will always support due legal process and will abide by legally-binding decisions and adjudications by appropriately qualified third parties.

Further information requests

In some situations, to support our investigation of your complaint, we may require you to provide us with additional information.

In all circumstances, such information will be subject to the strictest standards of confidentiality.

Historic complaints

We reserve the right to decline to progress a complaint if it relates to events that occurred typically more than three years in the past.

In some cases, we may accept complaints relating to periods of time further back than that, providing you are able to explain why such a lengthy delay has occurred between our service and your complaint.

Lodging a complaint here

If you wish to make a complaint, we invite you to use the email facility adobe.

Do please ensure that you provide us with your reference numbers and other identifying information such as your full name and address as used by you in your dealings with us.

Please also provide a daytime telephone contact number should we need to phone you for additional information.

Please be as specific as possible about the nature of your complaint and why you believe we are at fault.

Thank you for your co-operation.

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