Complaints Procedure

At The World of Cars, we aim to provide you with the highest standards of service. However, sometimes things can go wrong, when this happens, we encourage our customers to tell us in order for us to look 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 in a fair and reasonable manner. We aim to resolve all complaints within 72 hours, if this is not possible, then we will acknowledge your complaint in writing within 5 working days of receiving it. We will investigate the matter fully, aiming to resolve your complaint within 8 weeks. If this is not possible a letter will be sent confirming the reason why and when we expect to be able to offer a resolution to you.

If you have a complaint, please let us know about this by contacting us via phone on 01925 696 371, email to theworldofcarscomplaint@workpro-online.com or write to us at:

Customer Relations Manager
The World of Cars
1st Floor
Chadwick House
Birchwood Park
Warrington Road
Warrington
WA3 6AE

If your vehicle was bought via finance arranged by us, you should contact the finance supplier in the first instance. You may also wish to explore how your warranty provider can support you. All our vehicles come with a 6-month warranty as standard.

For vehicles bought with finance arranged by us – your Financial Ombudsman Rights

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 you are not satisfied with the outcome you can refer your complaint to the Financial Ombudsman Service within 6 months of our final response. We will provide you with details of how to refer your complaint to the Financial Ombudsman Service in our written 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 them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For vehicles bought with funds not arranged by us – your Motor Ombudsman Rights

You have the right to refer your complaint to the Motor Ombudsman Service, free of charge. The Motor Ombudsman offer a fully impartial complaint resolution service and listens to both parties, us as the car supplier, and you as the purchaser. For further information about the services provided by the Motor Ombudsman Service, please visit their website https://www.themotorombudsman.org/.