Complaints Policy
We are committed to providing a high standard of service. If something goes wrong or you are unhappy with us, please tell us — we want to put it right.
Our Commitment
Car Finance Check takes all complaints seriously. We aim to resolve every complaint quickly, fairly, and transparently. We treat every complaint as an opportunity to improve our service.
Please note: if your complaint relates to the conduct of a Claims Management Company (CMC) or law firm that we introduced you to, you may need to contact that firm directly, as they operate independently and are regulated by the FCA in their own right.
How to Raise a Complaint
You can submit a complaint using any of the following methods:
When submitting your complaint, please include:
- Your full name and contact details
- A clear description of what happened and why you are unhappy
- The date(s) the issue occurred
- Any relevant reference numbers or correspondence
- What outcome you would like
Our Complaints Process
Acknowledgement — within 3 business days
We will acknowledge receipt of your complaint and provide you with a reference number and the name of the person handling your complaint.
Investigation — up to 28 days
We will investigate your complaint thoroughly. We may contact you during this time to request further information or clarification.
Final Response — within 8 weeks
We will send you a written final response explaining our findings and any action we propose to take. If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and advise you of your right to refer the matter to the Claims Management Ombudsman.
If You Are Not Satisfied
If you are unhappy with our final response, or if 8 weeks have passed without resolution, you have the right to refer your complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service).
Claims Management Ombudsman
- Website: cmc.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- The service is free and independent
You must refer your complaint to the Ombudsman within 6 months of receiving our final response.
Separately, if your complaint relates to how we have used your personal data, you may also contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Complaints About a Partner CMC or Law Firm
If your complaint is about the Claims Management Company or law firm we referred you to (rather than about Car Finance Check itself), you should contact them directly using the contact details they provided to you.
All partner firms are authorised and regulated by the Financial Conduct Authority (FCA). If the firm does not resolve your complaint to your satisfaction, you can escalate to the Claims Management Ombudsman as above.
You can check the FCA register at register.fca.org.uk to verify a firm's authorisation status.
Your Right to Cancel
You do not need to use a claims management company to make your complaint to your lender or the Financial Ombudsman Service directly — and this service is free. If you have already engaged a CMC through our referral, you have the right to cancel your agreement with them within 14 days without penalty.