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World of Cars Complaints Procedure

At The World of Cars, we aim to provide you with the highest standards of service. However, sometimes things can go wrong, and when this happens we encourage our customers to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

Our complaints procedure is designed to ensure that each complaint is dealt with fairly. We aim to resolve all complaints within the first 24 hours. However, if this is not possible, then we will acknowledge your compliant within 5 days of receiving it, investigate the matter further and resolve within 4 weeks. All complaints should be resolved within 8 weeks, and if this is not possible a letter will be sent confirming the reason.

If you experience any unexpected issues with your vehicle, you should contact your warranty provider, Auto Protect, in the first instance. The vehicle was provided with a free 6 months Gold Warranty. The policy booklet is here. Auto Protect can be contacted on 01279 456 501. You will need to have your registration number and address details to hand.

If you have any unexpected issues which do not relate to the vehicle you may register a complaint by contacting us on 023 9244 8500, email to complaints@thecarfinancecompany.co.uk or write to us at:

Customer Relations Manager
565-567 Woodborough Road

If your complaint is related to a hire purchase vehicle you may wish to refer the complaint to the Finance & Leasing Association.

As members of the Finance and Leasing Association, we comply with the Lending Code. If after 4 weeks we have not been able to offer a resolution you may choose to refer your complaint to the Finance and Leasing Association for alternative consideration. They act as an industry specialist mediation service, and may be able to offer support for your dispute. Approaching the Finance and Leasing Association does not affect your statutory rights to involve the Financial Ombudsman.

You can contact the Finance and Leasing Association at:
The Compliance Manager
Finance and Leasing Association
Imperial House
15-19 Kingsway
Telephone: 020 7836 6511
Email: code@fla.org.uk
Website: www.fla.org.uk

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint within 8 weeks of receiving it, or if you are not satisfied with the outcome you have the opportunity to refer the complaint to the Financial Ombudsman Service within 6 months of our final response.

The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible, free and informal dispute resolution service. You can contact then at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@thefinancial-ombudsmand.org.uk
Website: www.financial-ombudsman.org.uk