HOW WE CAN HELP

Our mission is to be the best motor retailer as judged by you.

The steps we take to handle complaints

It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. This leaflet tells you how to make a complaint and sets out our complaints handling procedure.

What you need to do

Talk to the General Manager

In the first instance please allow the General Manager of the dealership to assist you with any concerns you may have.

Contact our Customer Services team

Alternatively, and for all consumer credit and insurance related complaints, please contact our Customer Services team. Our Customer Service Helpline number is 01925 22 99 59 and is open Monday to Friday 9 a.m. to 5 p.m. Or you can write to us at Connect Car Finance, 82 Old Liverpool Road, Warrington, WA5 1AS. If you wish to contact us via email please use info@ connectcarfinance.co.uk

What happens next?

Sometimes we may ask you to outline your complaint in writing; this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:

Within a week

We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.

Within four weeks

We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please contact us at Customer Services. In some cases, we may need more time to respond and if so we will write to you with an update of the situation.

Within eight weeks

In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update.

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.

Thank you for taking this time to read our complaints procedure, we do hope that this demonstrates our commitment to customer care.

Representative example: borrowing £5,000 over 5 years with a representative APR of 19.6%, and a deposit of £0.00, the amount payable would be £127.06 per month, with a total cost of credit of £2,623.60 and a total amount payable of £7,623.60

© 2019 Connect Car Finance.

Connect Car Finance is authorised and regulated by the Financial Conduct Authority, FRN: 814244. All finance is subject to status and income. Written Quotation on request. We act as a credit broker not a lender. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. We are only able to offer finance products from these providers.

All finance is subject to status and income. Written quotations on request. Connect Car Finance can introduce you to a limited number of finance providers based upon your credit rating and will receive commission for such introductions.

We are registered with the Office of the Information Commissioner (No. ZA471356). Applicants must be 18 or over, terms and conditions apply, guarantees and indemnities may be required.