Capital Car Finance Limited are committed to providing their customers with a very high standard of service, therefore in the unlikely event that you do have a complaint about our service, we want to ensure your complaint is dealt with in a prompt, timely and efficient manner.

We take all complaints very seriously, therefore it is important that they are dealt with and resolved as quickly as possible and to the complete satisfaction of our clients.

This document explains how we will deal with any complaint you may have and also explains what to do if you think your complaint has not been resolved to your satisfaction.

Acknowledging Your Complaint

If you have a complaint about any of our services, we would like to hear from you, the last thing we want is an unhappy customer. Please contact us in the first instance by telephone on 01270 306000 to discuss your complaint in more detail.

Alternatively, you may contact us in writing and your complaint will be dealt with by the appropriate department within the shortest possible timescale.

Investigating Your Complaint

To help us to investigate and resolve any concerns you may have, you should in the first instance contact the department with which you have been dealing with [see above].

To help us resolve your problem as quickly as possible, we will require the following information:

• Your full name and contact details.
• Full details of your complaint.
• Your live finance agreement details [if applicable].
• Details of what you would like us to do to put things right.
• Scans or copies of any relevant paperwork to back up your complaint.

We will try to resolve your complaint asap, however, sometimes this may not be possible as we may require additional information from third parties.

As part of the process our team will look in to:

• The nature of your complaint.
• Whether any third party is involved.
• How we should resolve the complaint.

Our Team will investigate all available evidence provided and may also consult with the Financial Ombudsman Service (‘the Ombudsman’) as well as refer to any relevant laws or regulations.

During the course of our investigation our team may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly and efficiently we ask that you help us by communicating openly and honestly in order to achieve a satisfactory resolution.

We will keep in touch with you throughout the process and we will be happy to answer any queries or questions you may have about the progress of your complaint.

Final Response

Our Team will endeavour to send you a Final Response within 6 weeks from the initial receipt of your complaint. If we are unable to provide you with a Final Response within this time frame, we will send you an explanation as to why we’ve not been able to conclude our investigation.

If You Are Unhappy With Our Final Response

If you are not happy with our final response, you can escalate your complaint to the Financial Ombudsman Service. However, you must contact them within 6 months from the date of our Final Response. The Ombudsman Service will ask to see evidence of our final response, which you will need to provide to them.

The Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions. Their contact details are detailed below:

If you have any further questions in relation to our complaints handling procedure, please contact us using any of the contact methods below:

Our Customer Services Team are available 09:00 – 17:30 Monday to Friday.