Complaints Policy

At Carplus we are proud of our 100% commitment to customer service and satisfaction. If you have a complaint about the service you’ve received, you can contact us by post – 105 Sumatra Road, London NW6 1PL or email care@carplus.co.uk

What information do we need to address your complaint?

• Your full name
• Contact details - email and mobile
• Vehicle registration number
• Full details of your complaint
• Copies of relevant paperwork or photographic evidence
• What you expect us to do to put things right

Complaint resolution

You will be kept fully informed of the status of your complaint at all stages.

We will acknowledge receipt of the complaint within 3 days. Our aim will be to send you our final written response within 4 weeks but no later than 8 weeks.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

Resolving complaints

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service

Exchange Tower
London
E14 9SR

By telephone: 0800 023 4567
By email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

We’ll maintain records and provide the Financial Ombudsman Service or the Financial Conduct Authority, on request, details of all complaints handled by us.