Complaints Policy for Car Finance Claim Calculator

Who to complain to

All of the independent bodies in the right-hand column are free for consumers.

1. Complaints about this website

1.1 How to complain

Email contact@carfinanceclaimcalculator.uk. Please tell us:

• your name and how you would like us to reply;
• what went wrong, and the page or date if you know it;
• what you would like us to do to put it right.

If you need help making a complaint, for example because of a disability or your circumstances, tell us and we will make reasonable adjustments, such as replying in a format that suits you.

1.2 What happens next

• We will acknowledge your complaint within 3 working days.
• We will investigate it fairly, looking at what happened and what you have told us.
• We will send you a final written response within 4 weeks of receiving it. If we cannot finish in that time, we will write to explain why and when we expect to.

Our final response will explain what we found, what we will do, and where you can go if you are still unhappy.

1.3 Complaints about an advert

We do not show adverts on this site. If you see an advert elsewhere that uses our name or looks misleading, tell us, and you can also complain to the Advertising Standards Authority (section 6). If you have a problem with a firm you found through an advert, complain to that firm first (sections 3 and 4).

1.4 If you are still unhappy

We are not authorised by the FCA, so the Financial Ombudsman Service cannot consider complaints about us. If you are unhappy with our final response, you can get free advice from Citizens Advice, and complaints about our use of your personal data can go to the Information Commissioner's Office (section 5).

2. Complaints about your car finance lender

This is the complaint most visitors want to make, and it is free.

1. 1
   Find your lender. Use the FCA's list of lenders, which has contact details and a template complaint letter or email.
2. 2
   Complain to the lender. Under the FCA scheme, your lender must look at whether you are owed redress under the scheme rules. While the scheme is partly suspended by the Upper Tribunal, lenders do not have to calculate or pay redress until the legal challenges end, but they must still tell complainants who are not owed redress by the scheme deadlines.
3. 3
   Go to the Financial Ombudsman Service if you disagree. For scheme cases, the Ombudsman can look at your complaint once you have a redress decision from your lender, or once the deadline for one has passed. It checks whether your lender followed the scheme rules. You generally have six months from the lender's decision to refer it. The service is free for consumers.

If your lender no longer exists, another firm, such as a company that bought its loans, may be responsible. Car finance is not covered by the Financial Services Compensation Scheme.

Sources: FCA, Car finance complaints; Financial Ombudsman Service, Complaints about car finance commission.

3. Complaints about a claims management company

1. 1
   Use the company's complaints process first. Every FCA-authorised claims management company must have one.
2. 2
   Know your rights to leave. A claims management company must let you cancel within 14 days of signing, with a full refund. After that, any fee for leaving must be reasonable and reflect the work it has done.
3. 3
   If you are still unhappy, you can take your complaint to the Claims Management Ombudsman, which is part of the Financial Ombudsman Service and handles complaints about claims management companies. It is free for consumers. Time limits apply, so check its website.
4. 4
   If the firm is not authorised, check the FCA's firm checker and report it to the FCA.

4. Complaints about a solicitor or law firm

1. 1
   Use the firm's complaints process first. Ask the firm to explain any bill or termination fee. The SRA says a law firm can only charge reasonable fees for work it can show it has done, in line with your agreement.
2. 2
   If that does not resolve it, you can complain to the Legal Ombudsman, which is free for consumers. Time limits apply.
3. 3
   You can also challenge a solicitor's bill in court. GOV.UK explains how.
4. 4
   For serious misconduct, such as dishonesty, you can report the firm to the Solicitors Regulation Authority.

Source: SRA, Motor finance commission compensation claims: a guide for consumers, updated 22 July 2026.

5. Complaints about your personal data

Complain to the organisation that holds your data first. Since 19 June 2026, every organisation that controls personal data must have a process for data protection complaints. For complaints about how we use your data, email contact@carfinanceclaimcalculator.uk. Our privacy policy explains what we hold.

If you are not satisfied, contact the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. The ICO also takes reports of nuisance calls and messages, including unwanted calls about car finance claims.

6. Complaints about adverts

If you see a car finance claims advert that you think is misleading, on this site or anywhere else, for example one that exaggerates how much you could get or hides that you can claim for free, you can complain to the Advertising Standards Authority. The ASA, the FCA, the SRA and the ICO are working together on misleading car finance claims adverts.

7. How we use complaints

We keep a record of every complaint about us, what we found and what we did, for 2 years. We review complaints every quarter to find and fix problems, including problems with our content or calculator.

By using Car Finance Claim Calculator you acknowledge this complaints policy.