Complaints Policy & Procedure

Our Commitment

Simple Car Funding is committed to providing fair, transparent and high-quality services to all customers. We value feedback and recognise that complaints give us important opportunities to put things right and improve our processes.

We aim to:

  • Make our complaints process easy to access
  • Treat complaints seriously and fairly
  • Investigate issues thoroughly and consistently
  • Provide clear explanations and apologise where appropriate
  • Resolve matters as quickly as possible
  • Use complaints to improve our services

All complaints will be handled in accordance with the Financial Conduct Authority’s (FCA) Dispute Resolution: Complaints (DISP) requirements.

What Is a Complaint?

A complaint is:

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a complainant, relating to the provision of, or failure to provide, a regulated financial service by simple car funding.

We treat a complaint as such even if it is not formally described as one.

How to Make a Complaint

Complaints may be made by any reasonable means, including verbal complaints.

Informal Resolution

We aim to resolve straightforward concerns informally and quickly where possible.

If we can resolve your complaint within three business days, we will issue a Summary Resolution Communication (SRC).

This communication will confirm:

  • We consider your complaint resolved
  • You may contact us again if you are still dissatisfied
  • If you later remain dissatisfied, you may have the right to refer the matter to the Financial Ombudsman Service (FOS) within six months from the date of the summary resolution communication.

If we cannot resolve your complaint within three business days, or if you prefer a formal investigation, your complaint will enter our formal complaints process.

Formal Complaints Procedure

Step 1 – Acknowledgement
For all complaints, we will endeavour to issue a written acknowledgement within three business days after receiving the complaint.

Step 2 – Investigation
We will carry out a fair and thorough investigation, which may involve:

  • Reviewing relevant documents, communications and records
  • Speaking with staff involved
  • Assessing whether procedures were followed correctly
  • Identifying any systemic or process issues

Step 3 – Final Response
We will issue a Final Response Letter within 8 weeks of receiving your complaint.

This letter will:

  • Summarise the investigation
  • Explain our findings
  • Confirm whether the complaint is upheld
  • Outline any actions or remedies
  • Explain your right to refer the complaint to the Financial Ombudsman Service
  • Include the mandatory FOS leaflet: “Want to take your complaint further”?

If we cannot provide a Final Response within 8 weeks, we will write to:

  • Explain the reason for the delay
  • Inform you of your right to refer the complaint to FOS

Your Right to Refer to the Financial Ombudsman Service (FOS)

If you are dissatisfied with our Final Response, or
If you have not received a Final Response within 8 weeks,
you may refer your complaint to the Financial Ombudsman Service free of charge.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

You must refer your complaint to FOS within six months of the date of our Final Response.

Complaint Recording, Monitoring & Root-Cause Analysis

We will.

  • Record all complaints received
  • Track the progress and outcomes of complaints
  • Identify root causes and implement corrective actions
  • Report complaint data to the FCA as required
  • Retain complaint records for at least three years

Senior management will review anonymised complaints data at least once per year.

Confidentiality

All complaints are handled in strict confidence. Information will only be shared internally where necessary to investigate and resolve the matter. All personal data is handled in accordance with GDPR and our Privacy Policy.

Policy Review

Simple Car Funding reviews this policy and our complaint-handling procedures at least annually to ensure ongoing compliance and effectiveness.