Complaints Procedure

At Smooth Car Finance, we are dedicated to providing excellent services to all our clients. If something goes wrong, we’re here to ensure your complaint is reviewed quickly and you receive a prompt response.

Here’s how our process works:

  1. Acknowledgment: When we receive your complaint, the person in charge will send you an acknowledgment letter within 5 business days. This letter will include the name of the person handling your complaint.
  2. Initial Response: Within 20 business days of receiving your complaint, the responsible person will provide you with a written response. If your complaint requires more time due to its complexity or the need for additional information, we’ll let you know in writing why there’s a delay and when you can expect a final response.
  3. Extended Response Time: If we can’t provide a final response within 40 days, we’ll notify you again with an explanation and an updated timeline. If you don’t receive a final response within this period, you may refer the matter to the Financial Ombudsman Service. Additionally, if you’re not satisfied with our decision, you can reach out to us again.
  4. Legal Rights: This Complaints Procedure does not affect any legal rights you may have. If we believe another Authorised Firm or Regulated Financial Institution is partly or entirely responsible for the issue, we may refer the complaint to them.
    In such cases, we will:some text
    • Inform you promptly and in writing about our intention to refer the complaint and seek your written consent.
    • Refer the complaint promptly and in writing once we have your consent.
    • Provide you with contact details of the person handling your complaint at the other firm.
    • Continue to handle any part of the complaint that we are responsible for according to our normal procedures.

If referring your complaint involves sharing personal information, we will do so in accordance with the Data Protection Act 2018.

Record Keeping: We will keep records of your complaint for six years.

We are here to help and ensure your concerns are addressed thoroughly and fairly.

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