1. Our Commitment to You

We aim to provide an excellent service at all times. If something goes wrong or you are unhappy with any aspect of the service you have received, please tell us as soon as possible. Most issues can be resolved quickly through an informal discussion with the person handling your matter. If not, or if you prefer to make a formal complaint, the steps below explain how we will investigate and respond.

2. How to Make a Complaint

To help us understand your concerns, please explain what happened, when it happened, and how you would like us to resolve the issue.

You can address your complaint to our Customer Care Team:

Email: complaints@carfinancefinder.co.uk

Phone: [PLACEHOLDER]

Post: Car Finance Finder Limited, [PLACEHOLDER ADDRESS]

Please note: if your complaint relates to a finance agreement, you may also need to contact the lender directly as we are a credit broker and not a lender.

3. Acknowledging Your Complaint

We will acknowledge your complaint within five working days. Our acknowledgement will confirm who will be investigating your complaint and when you can expect a response.

4. How We Will Investigate

We will review your case, speak with any staff involved, and consider all the information you provide. We may contact you during the investigation to clarify your concerns or discuss potential resolutions.

5. Our Response and Timescales

We aim to resolve your concerns as quickly as possible. You will receive either an early resolution offered by phone or email, or a final written response setting out our findings and the proposed outcome.

In line with the Financial Ombudsman Service guidelines, we will provide our final written response within eight weeks of receiving your complaint.

6. If You Remain Unhappy

If you are not satisfied after receiving our response, or if eight weeks have passed without a final response, you may ask us to review the matter again. We will advise whether further internal review is appropriate and guide you on next steps.

7. Referral to the Financial Ombudsman Service

If you remain dissatisfied after completing our internal complaints process, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

Time limits:

• Eight weeks after lodging your complaint with us, if you haven't received our final response.
• Within six months of receiving our final response.
• Within six years of the event you are concerned about; or
• Within three years of when you became aware (or should reasonably have become aware) that you had cause to complain.

Contact details:

Financial Ombudsman Service

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Post: Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk

8. Complaints About Your Finance Agreement

If your complaint relates specifically to the terms or conduct of your finance agreement, rather than the introduction service we provided, you will need to raise this directly with your lender. Your lender is required by the FCA to have their own complaints handling procedure in place. If your complaint to the lender is not resolved to your satisfaction, you may refer it to the Financial Ombudsman Service using the contact details above.

9. Referral to the Financial Conduct Authority

If you are concerned about our conduct or behaviour as a regulated credit broker, you can report your concerns to the Financial Conduct Authority (FCA).

Phone: 0800 111 6768

Email: consumer.queries@fca.org.uk

Post: Financial Conduct Authority, 12 Endeavour Square, London, E20 1JN

Please note that the FCA does not typically investigate individual complaints about service quality — complaints of this nature should be referred to the Financial Ombudsman Service. For further information about the FCA's role, please visit:

https://www.fca.org.uk/consumers/how-complain

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact our Customer Care Team on [PLACEHOLDER PHONE], complaints@carfinancefinder.co.uk or by post to Car Finance Finder Limited, [PLACEHOLDER ADDRESS].