We aim to provide a high standard of service. If something goes wrong, please tell us so we can investigate fairly and put things right where appropriate. Making a complaint is free.
How to contact us
Email: [email protected]
Telephone: 01634 212810
Website: www.unit10cars.co.uk
Post: Complaints, Unit 10 Cars Ltd, Unit 10, Cloverlay Industrial Park, Canterbury Lane, Rainham, Kent ME8 8GL.
To help us keep an accurate record and investigate efficiently, please submit your complaint by email to [email protected] or by post.
Information that helps us
Please provide your name, preferred contact details, vehicle registration or vehicle sales agreement reference, and a description of the problem. Tell us what you would like us to do to resolve it.
Relevant documents, photographs and dates can help, but you do not need to supply everything before making a complaint.
How we handle your complaint
We will:
- Acknowledge your complaint promptly and within seven working days, unless we have already sent you a written resolution.
- Give you a reference and the name of the person handling it.
- Investigate fairly, considering your information and contacting relevant third parties where necessary.
- Keep you informed of progress and explain any delays.
- Provide a written response explaining our findings, decision and any proposed remedy.
We aim to provide our final response within ten working days. If we need longer, we will explain why and tell you when to expect a further update.
For these acknowledgement and response targets, working days means Monday to Friday, excluding bank holidays in England and Wales.
Our complaints process does not restrict your statutory rights or delay any remedy or refund that is legally due.
If your vehicle or service complaint remains unresolved
If you disagree with our response, please explain why and provide any additional information you would like us to consider.
Where required, our final response will identify an appropriate alternative dispute resolution provider, give its website address, and explain whether we are obliged or willing to participate.
The Financial Ombudsman Service does not cover every vehicle or service complaint. Its role in eligible finance complaints is explained below.
You remain free to seek independent advice or pursue your legal rights. Closing our internal complaint file does not remove those rights.
Complaints about regulated finance services
The following additional arrangements apply to complaints about our regulated finance activities that fall within the relevant Financial Conduct Authority complaints rules.
If your complaint concerns a lender, broker or another business, we will explain who should deal with it and, where appropriate, forward it promptly and tell you we have done so. We will remain responsible for addressing any part concerning our own activities.
Finance complaint response times
We will acknowledge regulated finance complaints promptly in writing in accordance with the applicable FCA rules.
If we resolve your complaint to your satisfaction by the close of the third business day following the day we receive it, we will promptly send you a written summary resolution communication. This will explain the resolution and any applicable Financial Ombudsman referral rights.
Otherwise, under the usual FCA timescale, we will send you either:
- A final response within eight weeks of receiving your complaint; or
- A written explanation within that period of why we cannot yet provide a final response, when we expect to do so, and your applicable right to refer the complaint to the Financial Ombudsman Service.
If special regulatory timescales apply to your complaint, we will explain these and their effect on your referral rights.
Taking a finance complaint further
If you are an eligible complainant and remain dissatisfied with our final response, or the applicable response deadline has passed without a final response, you may refer your complaint to the Financial Ombudsman Service free of charge.
You normally need to refer your complaint within six months of the date of our final response. Exceptions can apply. Our response will explain the relevant time limits, whether we consent to waive them, and how to refer your complaint. We will also provide the Ombudsman's explanatory leaflet where required.
We will cooperate with the Ombudsman and comply with any decision that becomes binding on us.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
From abroad: +44 20 7964 0500
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.