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Feedback & Complaints

Complaints Procedure

At The Car Finance Company, we aim to provide you with the highest standards of service. However, sometimes things can wrong, when this happens we encourage our customers to tell us in order for us to look to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

Our complaints procedure is designed to ensure that each complaint is dealt with in fair and reasonable manner. We aim to resolve all complaints within 72 hours, if this is not possible, then we will acknowledge your complaint in writing within 5 working days of receiving it. We will investigate the matter fully and resolve within 4 weeks. All complaints should be resolved within 8 weeks, if this is not possible a letter will be sent confirming the reason.

If you have a complaint you should contact us on 023 9244 8500, email to complaints@tcfcgroup.co.uk

or write to us at:

Customer Relations Manager
The Car Finance Company
Finance House
47-51 Kingston Crescent
Portsmouth
PO2 8AA

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint within 8 weeks of receiving it, or you are not satisfied with the outcome you have the opportunity to refer the complaint to the Financial Ombudsman Service within 6 months of our final response. We will provide you with details of how to refer your complaint to the Financial Ombudsman Service in our written response. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible, free and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Request a Callback

  • We will aim to get back to you within 72 working hours.

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