Complaints Procedure

UK Carline Ltd - Complaints Procedure
Our Commitment. We always aim to provide the highest level of service to all our customers, however sometimes things can go wrong. When this happens, we want to make it easy for you to raise your concerns and for those concerns to be handled promptly, fairly, and transparently. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and put things right.
How to make a complaint
You can raise a complaint by email, phone, or in writing:
Email: complaints@ukcarline.co.uk
Phone: 01995 641111
Address: Complaints, UK Carline Ltd, Sunnybank House, Bilsborrow Lane, Preston, PR3 0RN

To help investigate and to resolve any complaint as quickly as possible, please provide the following information:

• Your full name and contact details
• Full details of your complaint
• Any details about your agreement or order details, including vehicle details if possible
• How you would like us to make things right
• Copies of any relevant paperwork or email trails

1. Resolution within 3 Business Days: If we resolve your complaint by the close of the third business day after receiving it, we will send you a Summary Resolution Communication. This written confirmation will explain that we consider the complaint resolved and provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
2. Resolution after 3 Business Days: If we cannot resolve your complaint within three business days, we will continue our investigation. We will keep you updated on our progress.
3. Final Response (8-Week Deadline): By the end of eight weeks after receiving your complaint, we will send you either:
   • A Final Response: We will send you a written response explaining our decision, the reasons for it, and any action or redress we are offering where appropriate. If you remain unhappy, we will also explain your right to refer the complaint to the Financial Ombudsman Service and how to do so.
   • A Progress Update: If we are unable to provide a final response within 8 weeks, we will explain why and tell you when we expect to be able to do so. At this stage, you will have the right to refer your complaint to the Financial Ombudsman Service.

Commission and Motor Finance Complaints
If your complaint relates to commission, including how it may have affected your finance or lease agreement, we will look into this promptly and fairly.
We do not operate Discretionary Commission Arrangements (DCAs). This means we do not set or adjust interest rates to increase the commission we receive.

Leasing complaints: Motor leasing complaints are resolved within 8 weeks.

Finance (purchase) complaints: For some complaints involving commission on credit agreements, the Financial Conduct Authority (FCA) has paused the requirement for firms to issue a final response until 31 May 2026, while it considers an industry-wide solution.
If your complaint is affected by this pause, we will let you know and explain what this means for you, including when you can expect further updates.
If your complaint relates to other services (for example, vehicle sourcing or delivery), we will investigate and respond promptly and fairly, and we will explain the options available to you.
Complaints Involving Other Parties.
If your complaint involves another party (such as a dealer, delivery company or finance provider), we will explain this clearly. Where appropriate, we may transfer the complaint, or the relevant part of it, to the responsible party and provide you with their contact details. Where responsibility is shared, we will address the aspects of the complaint that relate to us.
Escalation options
If you are not satisfied with our final response, or if 8 weeks have passed and you have not received one, you have the right to refer your complaint to the following independent bodies:
Financial Ombudsman Service
You must refer your complaint to the FOS within six months of the date of our Final Response or Summary Resolution Communication.

Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

BVRLA
As a member of the British Vehicle Rental and Leasing Association (BVRLA), you can also use their Alternative Dispute Resolution (ADR) service.


River Lodge
Badminton Court
Amersham
HP7 0DD
Email: complaint@bvrla.co.uk
Accessibility
We are committed to supporting all our customers, including those who may need extra help or have additional needs. If you need this information in a different format, such as large print or braille, please let us know and we’ll be happy to help.
If you have any questions regarding our complaints procedure you can contact the Quality Assurance Team who will be happy to help you:
Quality Assurance Team
UK Carline Limited
Sunnybank House
Bilsborrow Lane
Bilsborrow
Preston
PR3 0RN
Tel: 01995 641111
Email: complaints@ukcarline.co.uk