Addressing Any Concerns You May Have
From the outset, we aim to be clear. We always stive to avoid complaints. Care is at the heart of how we work, but sometimes, things don’t always work out as intended, and misunderstandings can arise.
If this is the case, please let us know. If we can (and want to), we will work with you to try and solve the issues.
Contacting Us
Should a problem arise, please let us know. We will do our utmost to address any concerns promptly and positively. If there is an issue with the car finance though us, we recommend initially contacting the supplying dealer.
Should an issue persist, or if there is something else connected to your account you want to investigate, then don’t hesitate to get in touch with us or your lender using the information provided on your Hire Purchase agreement.
Broker Services Issues
Should you have any issues around the services we have provided as a broker, please email us at customerservices@mycreditexpert.co.uk.
1) We will aim to acknowledge your complaint within five working days of receipt of the complaint.
2) We will investigate your complaint and endeavour to send a final response within 4 weeks of receipt of the complaint. If we cannot provide a final response within this time, we will send an update.
3) We always aim to send a final response within 8 weeks of receipt of your complaint. In exceptional circumstances, if we are unable to send a final response within this timeframe, we will write to you explaining why and confirm when we are likely to send a final response.
4) If more than 8 weeks from the date of your complaint have passed and a final response hasn’t been issued or you are dissatisfied with the final response, you should write to Financial Ombudsman Service at;
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Customers should refer the complaint to the Financial Ombudsman within 6 months of the date of the final response.