Complaints
CarLoan2Day – how to complain
We are sorry you’ve felt you need to complain but letting us know when you’re unhappy gives us the opportunity to put matters right for you and improve our service for everybody.
We are committed to resolving complaints as quickly as possible.
The first thing to do is let us know what’s happened. You can either call us, email us or write to us.
We’ll need to know:
- Exactly what’s gone wrong and how and when it happened
- Anything specific you’d like us to do to put things right
- Your name, address, and contact phone number
- Anything else relevant, such as letter reference numbers
Once we have this information, we’ll be able to start looking into your complaint for you.
| Phone | Letter | |
|---|---|---|
| Many of our customers find that the easiest and quickest way to sort things out is by picking up the phone. Call us on: 01132 581 826 |
Email us at sales@carloan2day.co.uk | Feel free to write things down in a letter but please remember to factor the postal service into our response time.Write to us at:
CarLoan2Day |
Our response
We’ll contact you within 3 days to tell you that we’re looking into your complaint and let you know when you can expect to hear back from us. We’ll keep you regularly updated of the measures being taken for the complaint’s resolution.
When we’ve thoroughly looked into your complaint, we’ll write to let you know our final response. This will be a detailed letter that outlines what we found, what we plan to do as a result, and why we made the decision we came to. We will provide this final response within 8 weeks of receipt of the complaint.
Commission Complaints
If your complaint is in respect of either a discretionary commission arrangement or a non-discretionary commission payment, the time limit for sending a final response on these complaints by ourselves has been extended to the 4th of December 2025.
You can refer to https://www.fca.org.uk/consumers/car-finance-complaints which explains the reason for the extension.
If you’re not satisfied with how we dealt with your complaint
If you are not happy with the decision we’ve taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to look into the complaint for you. This is a free, independent service for resolving disputes between customers and financial service institutions. They will require you to consult them within 6 months of the date of our final response letter, and they’ll ask to see the letter as summary of our investigation of your complaint.
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Online: financial-ombudsman.org.uk
Post: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
