Complaints Procedure

We always aim to be fair and honest in everything we do, so if you have a complaint about any aspect of our service we’re keen to resolve it as quickly as possible. You can contact us is any of the following ways:

By Post:

Complaints Department

CarFinance 247

The Loading Bay

Albion Works

12-18, Pollard Street

Manchester

M4 7AJ

By Phone: 0161 850 4939 (calls are charged at local rates and are inclusive of mobile phone users’ free minutes)

By Email: customercare@carfinance247.co.uk

We will acknowledge receipt of the complaint within 3 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time period. In any event we will respond to your complaint in full within 8 weeks.

If you have a complaint regarding our online service, please follow the link below to be redirected to the Online Dispute Resolution Platform: ec.europa.eu/consumers/odr

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567

Web site: www.financial-ombudsman.org.uk


Latest Complaint Results


Firm Name Carfinance247
Group (If Applicable):
Other firms included in this report (If any):
Period covered in this report: 1 January 2016 – 30 June 2016
Brands/Trading names covered: Carfinance247

Number of complaints opened: Number of complaints closed: Complaints closed within 8 weeks (%): Closed complaints upheld by firm (%):
Banking & Credit Cards 0 0 0 0
Home Finance 0 0 0 0
General Insurance and Pure Protection 16 16 100% 69%
Decumulation, Life & Pensions 0 0 0 0
Investments 0 0 0 0
Credit Related 2228 2149 86% 42%
Total 2244 2165 93% 56%

What we publish

Every 6 months we publish the number of FCA reportable customer complaints we've received for the previous half year. We also put these figures into context using the type of products complained about.

Why we publish

The FCA require us to provide this information directly to them as well as on our own website, just as other firms have to. This data can be used as an indicator of how well we’re serving our customers and also demonstrates the improvements we're making to reduce the number of complaints we receive.

What's changing

Since the requirement to report complaint volumes was introduced by the FCA, firms haven't had to include complaints they resolved by 'close of the next business day' within the data. From 30 June 2016 onwards, all complaints received by firms will be reported within the data. This will enhance the information available going forward, although it means that comparisons between the old and new style data can't be made. The first time we publish complaints data in this new way will be in February 2017 to reflect the complaints received and closed during the second half of 2016

Best available rate
Total repayment
Total cost of credit

Best available rate

Total repayment

Total cost of credit

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Representative example. Excellent Credit

Borrowing £7,500 over 48 months with a representative APR of 16.8%, an annual interest rate of 16.8% and a deposit of £0.00, the amount payable would be: £211.25 a month, with a total cost of credit of £2,640 and a total amount payable of £10,140.

CarFinance 247 is a broker and not a lender