Complaints Procedure
How to complain to us
We love our customers and are committed to providing everyone with a fair and honest service, so we take all customer problems extremely seriously. We aim to resolve problems you may have had within a timely manner and to the best of our ability. If you wish to raise a concern, please get in touch with using the method most convenient to you. It would also be helpful if you could include your car registration and the dealer from which you purchased it.
Complaints opening hours: Monday to Friday | 8.30-5.30 pm.
Post
CarMoney Customer Care
Pioneer House, 2 Renshaw Place
Eurocentral, Motherwell
ML1 4UF
Phone
0141 280 7003
Our Complaints Process
For complaints regarding a finance agreement or insurance product. We will provide written acknowledgement of your complaint within 5 working days. We will carry out a full investigation into your complaint and provide a Final or Other Response within eight weeks from the complaint being received, we will write to you with the outcome of the investigation outlining our reasons for making our decision. If for any reason we cannot complete our investigation within an 8-week time limit we will write to you with an explanation for the delay and advise you of an estimated time for our response.
If you are unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service to investigate your complaint for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You will need to contact them within 6 months of our final response letter – and they’ll ask to see the letter as summary of our investigation of your complaint.
You can find more information at www.financial-ombudsman.org.uk or they can be contacted using the following numbers
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.
