Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it’s important to us that this is dealt with objectively, fairly and as quickly as we are able to.

The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know:

Email: complaints@choosemycar.com

Telephone: 0161 884 4011

Address: Alexandra Court, Carrs Road, Cheadle, SK8 2JY

So we can look into your complaint as quickly as possible, we kindly ask that you include as much detail as you can. If we are missing anything we will be in touch. We will aim to come back to you within two working days of receiving your complaint.

If we are able to investigate and resolve your complaint within three working days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.

In the event our investigations take longer than three days, we will issue you a Final Response within the eight-week timescale. Whilst we try to close any complaint before this eight-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the eight-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.

Website: financial-ombudsman.org.uk

Telephone: 0800 023 4567

Address: Exchange Tower, Harbour Exchange, London, E14 9SR

Please note, should your complaint be regarding a car finance agreement and/or discretionary commission arrangement (‘DCA’) before 28^th January 2021, we need to make you aware that the current eight week deadline to respond to your complaint is currently paused. This is due to the investigation and review the FCA are carrying out within the Motor Finance Industry regarding the handling of such complaints. Please note we will still work hard to resolve your complaint in the background and keep you updated throughout the process; however we need to make you aware that we will not have to respond to your complaint with a Final Response until after 4th December 2025 at the earliest.

Please note should your complaint be regarding a Non-DCA Commission Disclosure and was made on or after 26th October 2024, the same extension is in place and we have until after 4th December 2025 to provide you with a Final Response.

We also need to make you aware that if you are unhappy with your response, the FCA has extended the deadline in which you can refer your complaint to the Financial Ombudsman Service (for these types of complaints only).

If you’re sent a final response between 12 July 2023 and 29 April 2025, you’ll now have until 29 July 2026 to take your complaint to the Financial Ombudsman.

If you’re sent a final response between 30 April 2025 and 29 January 2026 you’ll have 15 months from the date the final response is sent to refer your complaint to the Financial Ombudsman.

You can find further information on the work the FCA is carrying out via this link- fca.org.uk/carfinance.