Complaints Procedure

carfinance2u

Customer Guide to Complaints Handling Procedure

At Car Finance 2 U Ltd our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen and when they do, we will try to put things right as quickly as possible.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a Complaint - We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated product purchased at an early stage.

You can notify us of your complaint through the following channels:

In writing: Car Finance 2U Ltd, Unit 10 Woodside Business Park, Birkenhead, Wirral, CH41 1EL

By telephone: 0151 705 6778

By email: customerservice@carfinance2u.co.uk

What happens if your complaint cannot be resolved right away? There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

By Day 3 (following the day of the complaint) - We will endeavor, where ever possible, to resolve your complaint within 3 days, if we are able to do so we will issue a 'Summary Resolution Conclusion' in writing to you. If your complaint takes longer than 3 days to investigate we will try to provide a full reply by 5 working days (7 days). If this is not possible, as a minimum we will confirm who will be looking into your complaint.

By 4 weeks - Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By 8 weeks - In the unlikely event that your complaint has not been resolved at an earlier stage, a director of Car Finance 2U Ltd will complete a review and write to you with a final response.

If you are still dissatisfied - If you wish to pursue your complaint further you can contact the Financial Ombudsman Service within six months of your final response. However, you will need to check that your complaint falls within its terms of reference. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to CarFinance 2 U Ltd. You can find out more about this service by contacting:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Tel: 0800 023 4 567

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Car Finance 2 U Limited is registered with the Information Commission under registration number Z2767768.

If you have any queries about Car Finance 2U Ltd's complaints process please contact us.

Latest News

car finance

Petrol, diesel, hybrid or electric: which is better?

This week, Porsche announced that it will stop offering diesel cars, instead focusing on petrol, hybrid and electric vehicles. Although Porsche chief executive Oliver Blume was quick to stress that the company isn’t demonising diesel, the decision follows growing consumer demand for more eco-friendly hybrid and electric engines. In August,…
Manuals vs automatics

Choosing a New Car – Manual vs Automatic

So, you’re ready to get a new car. There’s lots to think about – even once you’ve decided on a make and model, you will still have a world of options open to you. One of the key choices you’ll face is whether to go for a manual or an…
buy car with car finance best deal

Get a Better Deal Buying your Car with Car Finance

New research from AutoTrader shows that 36% of people buy a car with car finance specifically to get a better deal. That’s over a third of all car buyers, saying that rather than buying outright, they secure car finance to get the best deal. Here at Car Finance 2u, we…
apply online car finance

Apply Online for Car Finance

Apply online for car finance – You want a new car, but you don’t have the money, an age old problem. You may have even seen the car you want and don’t want to miss out. So what do you do? Welcome to Car Finance 2u, where it’s quick and…
car finance 2u new website

New Website

Welcome to the new Car Finance 2u website! We’ve made it super easy for you to apply for car finance, motorcycle finance, van finance and more, by using our quick and easy application form. It’s a simple case of entering a few details about yourself, then the information will be…
classic car finance

Finance for Classic Cars

CarFinance2u don’t just help you to buy regular cars, they can even help you to get your hands on your dream classic car! Fancy yourself driving a 1997 Porsche 993 Carrera S like this one, the last of the air cooled classics. Just look at that wide body, with the…
car finance

Car Finance Explained

More and more buyers are choosing finance to fund their dream cars. There are several types of car finance, each with their pros and cons – read on to work out which is right for you. All types of finance aim to help you drive your dream car without needing…
new cars 2018

New Cars 2018

Whether you’re in the market for a new family car, SUV, sports car or EV, 2018 is set to be a bumper year for new models. If you’re in the market for a new car, it’s worth getting excited – 2018 looks set to be a great year for new…

Latest Tweets

carfinance 2u

Contact

Car Finance 2U Ltd
Unit 10 Woodside Business Park
Birkenhead
Wirral
CH41 1EL

0151 705 6778
contact@carfinance2u.co.uk

Copyright 2018 Car Finance 2U Ltd | Privacy Statement

  • F&I Winner