Car Wave
Call 07368403530
Menu

Car Wave

Complaints Procedure

At Car Wave, we are committed to providing an exceptional standard of customer service. If something has gone wrong or you are dissatisfied with any aspect of our service or credit broking facilities, we want to hear from you so we can put things right.

1. How to register a complaint

You can make a complaint to us free of charge by telephone, in writing, by email, or in person at our premises:

2. How we handle your complaint (FCA DISP rules)

Acknowledgment: We will acknowledge receipt of your complaint promptly in writing within 5 working days, confirming who is investigating your concerns.

Investigation: A senior member of management will investigate the matter impartially and thoroughly, reviewing all records, communications, and relevant paperwork.

4-Week Update: If we are unable to resolve your complaint within 4 weeks, we will write to you explaining the reasons for the delay and when we expect to provide a full response.

Final Response (within 8 Weeks): By no later than 8 weeks after receiving your complaint, we will send you our Final Response letter setting out the outcome of our investigation, our decision, and any redress offered where appropriate.

3. Financial Ombudsman Service (FOS)

If your complaint relates to financial services (such as credit broking, hire purchase, or finance arrangements) and you are not satisfied with our Final Response, or if 8 weeks have passed since you registered your complaint and you have not received a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent, free statutory body established by Parliament to resolve disputes between consumers and financial firms.

Financial Ombudsman Service Contact Details

Address:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone:
0800 023 4567 or 0300 123 9123
Website:
www.financial-ombudsman.org.uk
Time limit:
You must refer your complaint to the Ombudsman within 6 months of the date of our Final Response.