Our aim:
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.
Contacting 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:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
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.
The FCA has paused the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints. This will give the FCA time to analyse the situation and decide if further steps are needed if widespread misconduct is found. This pause will ONLY apply to complaints about discretionary commissions and motor finance agreements and will last for 37 weeks (approximately 9 months). We will apply this pause to new relevant complaints we receive, up to and including 25 September 2024.
Complaints of this kind only relate to motor finance agreements where there was a discretionary commission arrangement between the lender and the broker.
Consumers will also have up to 15 months to refer their complaint to the Financial Ombudsman, rather than the usual 6 months. This extension applies to complaints where we have sent a final response in the period beginning with 12 July 2023 and ending with 10 January 2024, or where we have sent a final response during the period beginning with 11 January 2024 and ending with 20 November 2024.
Find out more on the FCA website > FCA – Car Finance Complaints.
Related – Information Disclosure Document for customers.