Complaints procedure

The first step is for us to understand your complaint; if the complaint is in relation to our service, please contact us directly:

By email

complaints@prefinance.co.uk

By post

Alternatively, if the complaint is in relation to your finance, you can contact CarFinance247 directly as below:

By email

customercare@carfinance247.co.uk

By phone

0161 850 4939

By post

You can find full details of the complaints procedure here.

We will log your complaint within 24 hours.

If the complaint can be dealt with, within 3 business days we will send you a summary resolution communication within 2 business days of resolving the complaint, this will include information on what to do if you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.

If your complaint can not be dealt with, in 3 business days, we will send you our initial response letter within 2 days of either receiving the complaint or realising the complaint cannot be resolved within 3 business days.

We will investigate your complaint fully and if the complaint cannot be dealt with within 4 weeks, we will send you an update on the progress of your complaint.

We endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.

Within our final response, we will explain what to do if you are not happy with our response/resolution and if you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within 6 months of the date of the final response letter. You can contact them:

By phone:

0800 023 4567

By post:

By Email:

Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk

Eligible complainants are:

• A consumer
• A guarantor

Companies within the EU definition of a microenterprise

• Charities with an annual income of under £6,500,000
• Trustees of a trust with assets of under £5,000,000
• A small business (only an eligible complainant if the conduct took place after the 1st April 2019)