Complaints Procedure

We’re sorry to hear you have a complaint

We’re truly sorry that things haven’t gone as expected. At Smooth Car Finance, we know that sometimes things don’t always run smoothly, and we want to make things right for you. Our customers are the foundation of our business, and we’re committed to resolving any issues you have with our service.

To ensure we handle your complaint effectively, we’ve put in place a straightforward process to guide us in resolving your concerns as quickly and fairly as possible.

How to get in touch

If you'd like to make a complaint, you can reach us in the following ways:

By Post
Office 1:19, Greenside House, 50 Station Road, London, N22 7DE

By Email
info@smoothcarfinance.com

By Phone
02045723620

Our promise to you

Once we’ve received your complaint, we’ll acknowledge it within 3 working days. Our goal is to resolve your complaint within 4 weeks, but please be aware that we have up to 8 weeks to send you a final response. We’re committed to resolving your concern as quickly as possible and will keep you informed every step of the way.

What you can expect from our final response

Our final response will include:

  • A summary of your complaint, along with the outcome of our investigation
  • Whether any fault has been identified, and if so, whether it relates to our business, a lender, or a dealership
  • Details of any compensation or remedy we’re offering, if applicable
  • Information on how to refer your complaint to the Financial Ombudsman Service if you’re not satisfied with our response

If we need more time to investigate, we’ll ask for your permission to extend the deadline and will provide you with an updated timescale for our final response.

Eligibility‍

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

  • Complaints made by, or on behalf of an eligible complainant; Eligible complainants are essentially individuals and certain small businesses.
  • The complainant must relate to the provision of or failure to provide a financial service or a redress determination.
  • The complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

  1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
  2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
  3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
  4. Provide the relevant addresses of the Financial Ombudsman Service.
  5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

Next steps if you’re not satisfied

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).

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

Website: www.financial-ombudsman.org.uk

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