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Introduction
Look To Buy Limited t/a cars2buy.co.uk (Company no: 05523089) is an Appointed Representative of Automotive Compliance Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA No 497010).
We pride ourselves on providing a high level of customer service, we our customers at the heart of everything we do. We endeavour to treat all customers fairly and to exceed your expectations. However, we recognise that on some occasions, things may not go right and should you feel unhappy with any aspect of our services, we would like to know.
We aim to resolve all complaints promptly and impartially. This procedure explains how you can make a complaint to us and what you can do if you remain dissatisfied, following our investigation.
How To Make A Complaint
To raise a complaint, you can:
- Email: [email protected]
- Post: Complaints, Look to Buy Ltd, Compass House, Chivers Way, Histon, Cambridge. CB23 1LL
Please include as much of the following information as possible to help us assess your complaint:
- Your name and contact details
- Details of your complaint
- Any action you have already taken to try and resolve your complaint
- What you would like us to do to put things right
If your complaint is regarding a regulated activity, such as in our dealings with you as a customer of a finance product, please send details of your complaint to:
- Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
- Telephone: 01452671560
- Email: [email protected]
If your complaint is regarding how you have been dealt with by one of our advertising partners then you should raise your complaint directly with them.
How We Will Handle Your Complaint
We will try to resolve your complaint with you as soon as we can. If we are unable to put things right for you straight away, we will refer you to our Compliance Officer who will liaise with you and conduct a full investigation.
We will investigate your complaint promptly and impartially. Our investigation will determine whether the complaint should be upheld, and if any redress or remedial action is appropriate. We will set out our conclusions in a final response to you.
If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide the compensation to you. The redress may involve financial compensation or an apology or other form of
redress.
Once we have acknowledged your complaint we will keep you informed of our progress.
Within 3 weeks of us receiving your complaint we will either send you a final response or a response which explains why we are not in a position to make a final response to you and when we might be expected to provide one.
Financial Ombudsman
You may be able to refer your complaint to the Financial Ombudsman Service if your
complaint relates to a financial service and we cannot resolve your complaint within 8 weeks. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk