How to Make a Complaint
If something has gone wrong, please tell us so we can put it right. You can contact us using any of the following:
Email: sales@switch-cars.co.uk
Phone: 01423 449333
Post: Complaints, Switch-Cars Limited, [Registered office address]
To help us investigate, please include your full name, best contact details, a clear description of the issue, relevant dates, and any supporting documents.
Our Process & Timelines
Acknowledgement: We’ll acknowledge your complaint within 5 business days.
Investigation: We’ll review the details, speak to relevant team members/partners, and gather evidence.
Final Response: We aim to issue our final response within 8 weeks of receiving your complaint.
If we resolve your complaint within three business days following the day we receive it, we’ll send you a summary resolution communication confirming the outcome and your right to escalate if you remain dissatisfied.
Possible Outcomes
Depending on our findings, we may:
• Offer an apology and an explanation
• Take corrective action to put things right
• Offer appropriate redress (where applicable)
• Explain why no further action is possible (with reasons)
If You’re Not Happy with Our Final Response
If you’re dissatisfied with our final response, or if 8 weeks have passed and you haven’t received one, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
Financial Ombudsman Service
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Address: Exchange Tower, London, E14 9SR
You must usually contact the FOS within six months of the date of our final response letter.
Vulnerable Customers
If you need extra support (for example due to health, financial, or personal circumstances), please let us know. We’ll make reasonable adjustments to ensure you can access our process fairly.
About Us & Regulatory Information
Switch-Cars Limited acts as a credit broker and not a lender. We can introduce you to a limited number of lenders and/or credit brokers and may receive a commission.
FCA status: Authorised and regulated by the Financial Conduct Authority (FRN: [Insert your FRN]).
Company details: Switch-Cars Limited, Company No. [Insert company number]. Registered in [England & Wales]. Registered office: [Registered office address].
For information about how we use your data, please see our Privacy Policy.