Complaints Procedure

It is our intention to provide a high level of service at all times and are keen to resolve any customer issues as quickly as possible. In the unlikely event that you wish to make a complaint, please get in touch with us straight away in any of the following ways:

By Post:

Complaints Department
Pennine House
Fishwick Street
OL16 5NA

By Phone:

0161 322 0000

By Email:


We will acknowledge receipt of the complaint within 3 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time. In any event we will respond to your complaint in full within 8 weeks.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service.

Financial Ombudsman Service, Exchange Tower, London. E14 9SR.
Telephone: 0161 850 3729
Website: www.financial-ombudsman.org.uk

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