Choose your language

  • German
  • English
  • French
  • Italian
  • Dutch
  • Spanish
  1. Home
  2. Insurance
    1. Health Insurance
    2. Life Insurance
    3. Home Insurance
    4. Car Insurance
    5. Travel Insurance
    6. Wedding Insurance
    7. Pet Insurance
    8. Business Insurance
    9. Unemployment Insurance
    10. Funeral Insurance
    11. Body Insurance
  3. Financing
    1. Credit Cards
    2. Debit Cards
    3. Mortgages
    4. Personal Loans
    5. Student Loans
    6. Car Loans
    7. Business Loans
  4. Investment
    1. Current Accounts
    2. Savings Accounts
    3. Stock Market Linked
    4. Tax-Free Savings Accounts
    5. Long-Term Savings
    6. Joint Accounts
    7. Student Accounts
    8. Investment Accounts
    9. Lottery Accounts
  5. Pensions
    1. Planning for Retirement
    2. State Pensions
    3. Non-State Pensions
    4. Pension Protection
  6. Service
    1. European Rental Guide
    2. Student Life in the UK
    3. Visiting a Doctor in the EU
    4. Opening a Bank Account in the EU
    5. Guide
    6. Money Management for Students
    7. About MONETOS
    8. Resources

Complaints Procedure

If you believe your car loan was mis-sold, there are hidden terms and conditions that you were not made aware of when you applied, or you have had other problems with your lender, you may wish to make a complaint.

Make a complaint to your lender first. If they are FSA (Financial Services Authority) regulated they should have published a formal 'complaints procedure'. This can usually be found on their website, detailed in your loan documents, or provided in-branch. Their aim should be to investigate your complaint thoroughly.

If you make your complaint in person or by telephone, note down the name of the person with whom you spoke, as well as the date and time of your call or consultation. If you do not hear back within three weeks time, follow up your phone call or consultation with a letter, detailing your complaint. You should keep copies of the complaint letters that you send for future reference.

If you are unhappy with your lender's reply, you can use an independent complaint system. You can contact the Financial Ombudsman Service (FOS) up to six months after the final response from your lender, on (+44) 0845 080 1800.

If you feel that there were unfair contract terms, you can refer your case to the FSA or the Office of Fair Trading (OFT). The FSA do not have the authority to refund any money that you have lost due to unfair contract terms, but they can appeal to your lender on your behalf.

Each of these organisations can be contacted in the event of a complaint regarding your loan:

 

It is worth remembering that there are statutory regulations in the UK which are designed to assist you when lodging a complaint. The standard complaints procedure outlined above should enable you to register your complaint in an efficient and effective way.

  1. Insurance
    1. Health Insurance
    2. Life Insurance
    3. Home Insurance
    4. Car Insurance
    5. Travel Insurance
    6. Wedding Insurance
    7. Pet Insurance
    8. Business Insurance
    9. Unemployment Insurance
    10. Funeral Insurance
    11. Body Insurance
  2. Financing
    1. Credit Cards
    2. Debit Cards
    3. Mortgages
    4. Personal Loans
    5. Student Loans
    6. Car Loans
      1. Introduction
      2. Types of Car Loan
      3. Choosing the Right Car Loan
      4. Applying For A Car Loan
      5. Interest Rates
      6. Credit Rating
      7. Missing Payments
      8. Payment Protection Insurance
      9. Complaints Procedure
      10. Cancelling a Car Loan
      11. Managing Debt
    7. Business Loans
  3. Investment
    1. Current Accounts
    2. Savings Accounts
    3. Stock Market Linked
    4. Tax-Free Savings Accounts
    5. Long-Term Savings
    6. Joint Accounts
    7. Student Accounts
    8. Investment Accounts
    9. Lottery Accounts
  4. Pensions
    1. Planning for Retirement
    2. State Pensions
    3. Non-State Pensions
    4. Pension Protection
  5. Service
    1. European Rental Guide
    2. Student Life in the UK
    3. Visiting a Doctor in the EU
    4. Opening a Bank Account in the EU
    5. Guide
    6. Money Management for Students
    7. About MONETOS
    8. Resources