WHOOSH!Car Finance

    Complaints Procedure

    Our Commitment to You

    Our aim is always to provide an exceptionally high level of service to all our customers. Where customers are unsatisfied, it's important to us that this is dealt with objectively, fairly, and as quickly as we can. Sometimes things can go wrong and we would like to make sure we put things right where we can.

    How to Make a Complaint

    If you have a complaint about any aspect of our service, then we would like to hear from you. Please use any of the following methods to contact our Complaints Officer:

    By Email

    complaints@whooshcarfinance.co.uk

    By Phone

    01942 946666

    By Post

    Complaints Department WHOOSH! Finance Limited Unit 2, 30 Broughton Street Cheetham Hill, Manchester M8 8NN, United Kingdom

    Please include as much detail as possible when making your complaint so we can investigate as quickly as possible. If we are missing any information, we will be in touch.

    Our Complaints Process

    On Receipt of a Complaint We Will:

    1

    Acknowledge promptly: We will acknowledge your complaint within 3 working days of receipt

    2

    Seek clarification: Make contact to seek clarification on any points where necessary

    3

    Fully investigate: Thoroughly investigate the complaint with due regard to FCA guidelines

    4

    Discuss findings: Discuss with you our findings and proposed response

    Resolution Timelines

    Quick Resolution (Within 3 Business Days)

    Complaints that can be settled to your satisfaction within 3 business days will follow our informal complaints process.

    If resolved quickly, we will send you a 'Summary Resolution Communication' confirming the resolution and your right to escalate if you become dissatisfied later.

    Formal Process (Up to 8 Weeks)

    For more complex complaints that cannot be resolved within 3 business days, we follow the formal FCA complaints procedure.

    • • Initial response letter within 5 days

    • • Final response letter within 8 weeks

    • • Clear decision and reasons provided

    • • Any redress paid promptly and in full

    Third Party Issues

    We understand that sometimes complaints may relate to third parties such as dealers, sales executives, or the quality of goods. We will need to establish whether your complaint relates to:

    • The advice given by our team

    • Our service or performance

    • Third-party sales executive service

    • The quality of goods from dealers

    If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing. This will not delay our own investigation where appropriate.

    Financial Ombudsman Service (FOS)

    If you are not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service. You must refer the matter to FOS within six months of the date of our final response letter or the right to use this service is lost.

    Contact Details:

    Address:

    Financial Ombudsman Service
    Exchange Tower
    London E14 9SR

    Phone:

    0800 023 4567 (free from landlines)
    0300 123 9123 (mobile calls)

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

    Website:www.financial-ombudsman.org.uk

    Eligible Complainants:

    • Consumers

    • Microenterprises

    • Charities (annual income under £6.5m)

    • Trustees of trusts (assets under £5m)

    • Small businesses (if conduct after 1st April 2019)

    • Guarantors

    Our Commitment

    We are committed to treating all customers fairly and resolving complaints promptly. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints in accordance with Financial Conduct Authority guidelines. We will co-operate fully, at all times, with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by FOS. Any complaint, verbal or written, will be referred to our Complaints Officer at the earliest opportunity or to a member of senior management if the Complaints Officer is unavailable.

    Closing a Complaint

    Your complaint will be considered closed when:

    • We receive confirmation from you that you are satisfied with our findings and resolution

    • No confirmation has been received from you within four weeks of our final response letter

    Additional Information

    This complaints procedure is in accordance with the Financial Conduct Authority's complaints handling rules and applies to complaints made by or on behalf of eligible complainants relating to regulated activity involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience.