Complaints Procedure
We aim to give you clear, fair and helpful service. If something has gone wrong, we want to know so we can put it right. This page explains how to complain, what happens next, our timescales, and your right to refer your complaint to the Financial Ombudsman Service.
Last updated 7 July 2026
Our commitment to you
Trusted Car Finance is a credit broker, not a lender. We take every complaint seriously and treat it as an opportunity to improve. We will handle your complaint promptly, fairly and without charge.
This procedure explains how to raise a concern about the service you have received from us. If your complaint relates to a lender or another firm we introduced you to, we may pass it to them to answer, and we will tell you if we do.
How to make a complaint
You can contact us in whichever way is easiest for you. Please give us your name, the best way to reach you, and a description of what went wrong and how you would like it resolved.
By email: {{COMPLAINTS_EMAIL}}
By phone: {{COMPLAINTS_PHONE}}
By post: {{LEGAL_ENTITY}}, {{REGISTERED_ADDRESS}}
If you need any adjustments to help you make a complaint — for example, a different format or extra support — please let us know and we will do our best to accommodate you.
What we will do
When we receive your complaint we will look into it fairly and impartially, gathering the information we need to understand what happened. We may contact you if we need more detail.
We will keep you informed of our progress and give you the name and contact details of the person handling your complaint. Where we can, we will resolve matters as quickly as possible.
Our response timescales
We will acknowledge your complaint promptly, normally within a few business days of receiving it.
We aim to resolve complaints quickly. If we are able to resolve your complaint to your satisfaction within three business days of receiving it, we will send you a written summary resolution communication.
If your complaint is more complex, we will keep you updated and will send you our final response as soon as we can, and in any event within eight weeks of receiving your complaint. If for any reason we cannot give you a final response within eight weeks, we will write to explain why and tell you when you can expect one.
If you are not satisfied
If you are unhappy with our final response, or if eight weeks have passed since you first complained and you have not received a final response, you may be able to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between consumers and financial businesses.
You normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. We will include details of this time limit in our final response.
The Financial Ombudsman Service
You can contact the Financial Ombudsman Service using the details below.
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Referring your complaint to the Financial Ombudsman Service will not affect your legal rights.
Complaints handled by our principal or a lender
Trusted Car Finance is applying to be an Appointed Representative of {{PRINCIPAL_NAME}}. Where a complaint falls to be handled by our principal or by a lender we introduced you to, we will forward it to them promptly and confirm this to you in writing, along with their contact details.
The timescales and your right to refer to the Financial Ombudsman Service described above apply in the same way.