Complaints Policy
At Carfinancego, we are proud of our 100% commitment to customer service and satisfaction. If you have a complaint about the service you have received from us, please follow the procedure below.
How to Submit a Complaint
You can contact us by post or email to submit your complaint:
By Post: Ff06 Harrington House, The Woods, Ickenham, Uxbridge, England, UB10 8NN
By Email: info@carfinancego.co.uk
To help us address your complaint efficiently, please ensure you provide the following information:
Your full name
Contact details, including your email and mobile number
Vehicle registration number (if applicable)
Full details of your complaint
Copies of any relevant paperwork or photographic evidence
What you would like us to do to resolve the matter
Complaint Resolution Process
We are committed to keeping you fully informed about the status of your complaint at every stage of the process.
Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.
Final Response: Our goal is to provide you with our final written response within four weeks of receiving your complaint. In any case, we will send you our final response no later than eight weeks after the initial complaint was received.
Closing a Complaint
We will consider a complaint closed when we have provided you with our final response. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
Resolving Complaints with the Financial Ombudsman Service
If you have a regulated consumer credit contract arranged through us and are not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service.
You can contact the Financial Ombudsman Service at the following address:
By Post: The Financial Ombudsman Service Exchange Tower London E14 9SR
By Telephone: 0800 023 4 567 or 0300 123 9 123
By Email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Record Keeping
We will maintain detailed records of all complaints we handle and will provide this information to the Financial Ombudsman Service or the Financial Conduct Authority upon request.