Our Complaints Procedure:
UK Car Finance Ltd has set out a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
How does the complaints process work?
You can email your complaint to complaints@uk-carfinance.co.uk
Upon receiving your complaint, we will send an acknowledgement receipt within 3 days of receiving it and send written or electronic communication to inform you of how we plan to investigate the complaint, including a copy of this complaint procedure.
We will investigate your complaint impartially and competently. In order to complete an investigation, we may need to obtain detailed information from you or any third party. To deal with your complaint promptly and thoroughly we may need to ask for your help throughout the investigation. Throughout the course of the investigation, we will keep you informed on the progress of the investigation and you may contact us at any time to enquire about the progress of the investigation.
If the complaint is not resolved within 8 weeks we will send a response, either electronically or in writing, to explain why we have not completed the investigation or our Final Response.
If more than 8 weeks have passed from the date of the complaint and you haven’t received a response, or you are unhappy with the final response, you can contact the Financial Ombudsman. You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.
How to contact the Financial Ombudsman:
The Financial Ombudsman is a service that provides free and impartial advice for resolving disputes between financial services and institutions. Their contact details are:
✍🏼 In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
📞 Call them: 0800 023 4567.
📧 Email them: complaints.info@financial-ombudsman.org.uk.
Complaints relating to discretionary commissions car finance:
11/1/24 – The Financial Conduct Authority announced they would review historical motor finance commission arrangements and sales across several firms due to a high number of complaints.
19/12/24 – Firms given until December 2025 to respond to motor finance commission complaints. Read More.
Find out more on the FCA website > FCA – Car Finance Complaints.