Complaints Procedure
Car Finance R Us
Complaints Procedure:
We understand you may have an issue and wish to log a complaint about some part of the service you have received with Car Finance R Us. We pride ourselves on our commitment to our customers and in the rare instances where problems arise will always do everything in our power to rectify your issue in a professional and time efficient manner
If you feel you need to make a complaint, you can contact us in the three following ways:
Complaints Team by Post –
Attention:
Complaints Team
Car Finance R Us Limited
Hub Space, Devonshire House, Manor Way, Borehamwood, WD6 1QQ
Complaints Team by e-mail – complaints@carfinancerus.com
Complaints Team by phone – (0208) 037 6060
Once we have received your complaint, we will acknowledge your complaint via email and SMS within 3 working days and aim to resolve you complaint within 5 weeks. Please be advised that we have up to 8 weeks to provide you with a final response to your complaint, however Car Finance R Us always aim to resolve your complaint as soon possible.
The response you receive may include:
- State whether the acknowledged fault relates to our business, a lender or a dealership.
- A summary of the complaint, advising the outcome of any investigation and our final response on the complaint itself.
- We will provide details of any offer of compensation to settle the complaint if it is deemed necessary.
- Give details of how to refer your complaint to the Financial Ombudsman Service if you are not satisfied with our final response.
- Should we require more time to investigate your complaint, we will request more time to investigate from you. We will then provide a final response in line with the timescales agreed.
In the event that you are not satisfied with our final response, you have the right as a consumer to refer the matter to the Financial Ombudsman Service within six months of our final response.
You may contact them by post or telephone below.
Financial Ombudsman
Service Exchange Tower
London
E14 9SR
0300 123 9123
