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complaints procedure

Complaints Procedure

We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please get in touch with us straight away in any of the following ways:

By Post: Carfinance247
The Loading Bay
Albion Works
12-18, Pollard Street
M4 7AJ

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

By Email:

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:

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
E14 9SR
Telephone: 0800 023 4567
Web site:

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

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