Complaints Procedure:
Refused Car Finance has set out a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
Making a complaint:
If you wish to make a complaint, there are a number of ways in which you can do so:
📞 Call us: 0191 718 0000
📧 Email us: [email protected]
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. 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 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.
Contacting the Financial Ombudsman:
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.
The Financial Ombudsman is a service that provides free and impartial advice for resolving disputes between financial services and institutions.
📞 Telephone: 0800 023 4567.
👩🏼💻 Website: Financial Ombudsman.
📧 Email: [email protected].
✍🏼 Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Complaints regarding Motor Finance Commission:
11/01/24 – The Financial Conduct Authority announced that it was taking action regarding historic motor finance business that included the use of Discretionary Commission Arrangements between the lender and the broker. Find out more.
19/12/24 – Firms given until December 2025 to respond to motor finance commission complaints. Find out more.
If you used our services and would like to lodge a complaint regarding your car finance commission, please contact our team via email [email protected] and provide your full name and the registration of the vehicle. One of the team will then be in touch.
We will update our complaints process with any new information supplied by the FCA.