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Car Loanz Complaints Procedure

Our goal is to give excellent service to all of our customers. We take all complaints seriously in order to improve our service and aim to resolve all problems promptly.

To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given, please contact the Complaints Department by email at complaints@tfli.co.uk or by writing to us at:
Car Loanz
Complaints Department
Third Floor,
Adelphi Mill,
Grimshaw Lane,
SK10 5JB

By Phone: 01625 32 22 74 (calls are charged at local rates and are inclusive of mobile phone users’ free minutes)

How Car Loanz will deal with your complaint:

Your complaint will be investigated upon receipt. If your complaint is resolved by the close of business 3 working days following receipt, you will receive confirmation of this along with your rights for further escalation should you subsequently remain dissatisfied.

If your complaint remains unresolved after the close of business 3 working days following receipt, this will be escalated to our Complaints Department who will acknowledge your complaint.

Final or other response

Within eight weeks of receiving your complaint we will send either a final response providing you with the details of our findings, or; a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one. If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below. In addition, we will provide you with a leaflet when we send our final response detailing how to complain to FOS.

Financial Ombudsman Service

Financial Ombudsman Service
Exchange Tower
E14 9SR
Email: Complaint.info@financial-ombusdman.org.uk
Telephone Numbers, 0800 023 4567 - Calls to this number are now free on mobile phones and landlines. 0300 123 9123 Calls to this number cost no more than calls to 01 and 02 numbers.

European Online Dispute Resolution Platform in relation to your complaint you can also request a review from the European Online Resolution Platform: http://ec.europa.eu/consumers/odr/