Complaints Policy.
We are committed to getting things right. If something has gone wrong, this policy explains how to tell us, how we will handle your complaint, and the steps we take to put it right.
Halal Car Finance — Complaints Policy
At Halal Car Finance we are committed to providing the highest standard of service to every customer. We know that sometimes things can go wrong, and when they do we want to put them right. If you are unhappy with any aspect of the service you have received, please tell us, and we will do everything we can to resolve your complaint fairly and quickly.
Halal Car Finance is a trading name of CarFinanced Limited, authorised and regulated by the Financial Conduct Authority under reference number 1014460.
How to make a complaint
You can contact us with your complaint in any of the following ways.
By email at info@halalcarfinance.co.uk.
By telephone on 020 3917 4707.
By post at Halal Car Finance, The Charter Building, Charter Place, Uxbridge, UB8 1JG.
What information we need to look into your complaint
So that we can deal with your complaint as quickly as possible, please give us the following.
Your full name.
Your vehicle registration number, if you have one.
Your contact details, including your email address and mobile number.
Copies of any relevant paperwork or photographs that support your complaint.
An explanation of what has gone wrong and what you would like us to do to put it right.
How we handle your complaint
We will keep you fully informed of the progress of your complaint at every stage.
We will acknowledge your complaint within three days of receiving it.
We aim to send you our final written response within four weeks. If we need more time to look into your complaint, we will write to you to explain why, and we will send our final response no later than eight weeks from the date you first told us about it.
Closing your complaint
We consider a complaint closed once we have sent you our final response. Closing your complaint does not affect any rights you may have to refer the matter to the Financial Ombudsman Service.
Referring your complaint to the Financial Ombudsman Service
If you have a regulated finance agreement with us and you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you may be able to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is free to use and independent, and it can look into complaints about regulated financial products.
You can contact the Financial Ombudsman Service in the following ways.
By post at the Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
By telephone on 0800 023 4567 or 0300 123 9123.
By email at complaint.info@financial-ombudsman.org.uk.
Through the website at www.financial-ombudsman.org.uk.
You should refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. We will keep records of your complaint, and we will provide the Financial Ombudsman Service or the Financial Conduct Authority with details of the complaints we handle if they ask us to.
Contact us
If you have any questions about this policy or about making a complaint, please contact us at info@halalcarfinance.co.uk, on 020 3917 4707, or by post at The Charter Building, Charter Place, Uxbridge, UB8 1JG.