Complaints Procedure

If you wish to make a complaint relating to a car you purchased before June 2015 from the former Carcraft, please click here for more information.

We are committed to resolving complaints as quickly as possible.

In the unlikely event that you wish to make a complaint, you can contact us via:

Email: customercare@carcraft.co.uk

Post: 2nd Floor, 1 City Road East, Manchester, M15 4PN

We aim to acknowledge all matters referred to us within 72 hours (3 business days).

Upon receipt of your complaint, it will be logged and given a reference number. Where a complaint is resolved within three business days, you will receive a Summary Resolution communication, which will inform you of the resolution. Where investigations continue beyond three business days, the complaint will be promptly acknowledged, and a Final Response will be subsequently issued once investigations have concluded.

If the complaint is regarding the quality of your vehicle, then we suggest in the first instance you make the initial contact with the dealership who sold you the vehicle in order to try and resolve the issue. If you are having any further difficulties following your conversation with the dealership, then please contact us and we will help in any way we can.

We aim to resolve your complaint within eight weeks and send you a written or electronic communication of the resolution. However, if the complaint isn’t resolved within eight weeks, we will send you a written or electronic response to inform you why you we have not been able to resolve it within the given timescales. We will also give you an indication of when we expect to be able to provide you with a Final Response as well as a copy of the Financial Ombudsman Service’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.

When considering complaints, we’ll take into account all of the available evidence, as well as the circumstances of your particular complaint. We’ll also take into account any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulations.

For the purposes of handling complaints, our working hours are 9am to 6pm Monday to Saturday and 11am to 5pm on Sundays.

Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed appropriate, this may also include an element of interest calculated in line with relevant guidance.

We have the right to decline an investigation of any complaint received more than six years from the date of the incident you’ve complained about, or (if later) more than three years after you were (or ought reasonably to have been) aware of a cause for complaint. We will, however, be happy to consider any exceptional circumstances that you feel may explain the delay in bringing the matter to our attention.

If you are not satisfied with our response to your dispute regarding a financial service, you may refer your dispute to the Financial Ombudsman Service (FOS). FOS is a free, independent service that investigates disputes between financial companies and their customers. You have six months from the date of Carcraft’s final response letter to refer your complaint to the FOS, where it relates to the provision of finance.

Website: https://www.financial-ombudsman.org.uk/

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 0234 567

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Where a complaint does not relate to a financial service and cannot be resolved after you have contacted us, then you may refer the dispute to the following Alternative Dispute Resolution (ADR) service, The Retail Ombudsman.

Website: https://www.retailadr.org.uk/

Telephone: 020 3540 8063

Address: Retail ADR, 33 Floor Euston Towers, 286 Euston Road, London NW1 3DP