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Complaints Procedure

If you are currently experiencing vehicle issues

Please contact our Aftersales team on 0330 3800 400 or e-mail us at aftersales@thecarloancentre.co.uk

We aim to resolve vehicle issues within 3 days, we use a network of approved garages and have a dedicated aftersales team to ensure mechanical issues are resolved. Our aftersales team will guide you through our process.

If you are experiencing issues related to your finance agreement

If you are experiencing issues with your finance agreement e.g. arranging the correct day of the month for payment of your monthly instalment or need to change a payment date, please contact customer services on 0330 3800 400 or email us at customercare@thecarloancentre.co.uk

Our promise to you

Whether you are experiencing vehicle issues or finance issues we will seek to resolve matters:

  • Promptly taking into account your needs
  • Be open and transparent with you
  • Keep you informed of progress
  • Continuously develop to improve our service

If you are still not happy

We understand that sometimes things can and do go wrong, if you are unhappy with the service you have received or any matter concerning your finance agreement to make a complaint please contact:

The Customer Service Director at customercare@thecarloancentre.co.uk or by post to:

The Car Loan Centre
Unit 15, The Alpha Centre
238 London Road
Wickford
Essex
SS12 0JX

We will aim to understand, investigate and provide you with our response to the issues you have raised within 3 days of receiving details of your complaint.

The Asset Exchange Ltd are authorised and regulated by the Financial Conduct Authority (FCA) and will manage all complaints in accordance with the FCA complaints handling rules.

If your complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a 'Summary Resolution Communication' promptly, with confirmation of the action we will take to resolve your complaint.

In all other cases, we will send you a written acknowledgement of your complaint promptly, normally within five working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.

We will aim to provide a final response to your complaint within 8 weeks of the date that we received your complaint, if we are unable to meet this timeline we will contact you to advise why we are unable to respond by that time and provide you with a time by which we will respond.

If you disagree with our findings or do not accept our offer to resolve your complaint you may refer your complaint to the financial Ombudsman Service (FOS), full details will be provided in our response to you.

Managing your complaint

If we receive a complaint from you it will be investigated by a senior manager. To reach a fair conclusion we will review the information available to us, which will include all records on our files along with the details you have provided about your complaint. You may be contacted to obtain further information.

We will endeavor to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required.

We take all complaints seriously and regularly analyse any complaints we receive to identify root causes and any trends. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.

Thank you for your feedback

We value your feedback and at the heart of our brand we remain dedicated to treating our customers as individuals and giving them the best possible service at all times. If we have fallen short of this promise, we apologise and aim to do everything possible to put things right.

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