If you have a Complaint – We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated product purchased at an early stage
How to make your complaint
First, let us know what has happened.
You can notify us of your complaint through the following channels:
In writing: Bright Car Finance Limited, The Parade, 31 Hoyle Road, Hoylake, CH47 3AG
By telephone: 0151 317 7555
By email: complaints@brightcarfinance.co.uk
We need to know:
- Your name and address.
- Details of how we can contact you.
- A clear description of your complaint and whether any 3rd party is involved.
- Details of what you would like us to do to resolve your complaint.
- If appropriate, copies of any relevant supporting documentation.
What happens next?
By Day 3 (following the day of the complaint) – We will endeavor, where ever possible, to resolve your complaint within 3 days, if we are able to do so we will issue a ‘Summary Resolution Conclusion’ in writing to you. If your complaint takes longer than 3 days to investigate we will try to provide a full reply by 5 working days (7 days). If this is not possible, as a minimum we will confirm who will be looking into your complaint.
By 4 weeks – Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By 8 weeks – In the unlikely event that your complaint has not been resolved at an earlier stage, a director of Bright Car Finance Limited will complete a review and write to you with a final response.
If you are still dissatisfied – If you wish to pursue your complaint further you can contact the Financial Ombudsman Service within six months of your final response. However, you will need to check that your complaint falls within its terms of reference. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to Bright Car Finance Limited.
Financial Ombudsman Service Contact Details
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Tel: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Bright Car Finance Limited and associated trading styles are authorised and regulated by the Financial Conduct Authority for credit brokerage. Our FCA number is 927809.
