Upon receipt of your complaint our Complaints Manager will initiate a full impartial, diligent and competent investigation.
Our investigation will include:
A full assessment of the nature of your complaint
If a third party is involved (such as the dealership or lender) a detailed response will be requested
How the complaint can be resolved
If the complaint shall be upheld and if any action or redress is required to you.
All evidence gathered will be assessed fairly in line with the Financial Ombudsman service guidance in order for us to make a decision regarding your complaint.
Upon receipt of your complaint we will issue you with an acknowledgement letter detailing how we will proceed with your complaint and keep you updated at all times.
A final response will be issued within 8 weeks of receipt of the complaint, if we have been unable to resolve the complaint within this timescale for whatever reason we will inform you of our position and why we are not able to make a final response at this time and advise you of when we will be able to provide you with a final response.
If you are dissatisfied with the delay or do not agree with our decision you may refer your complaint to the Financial Ombudsman a leaflet explaining your rights will be enclosed with the documentation we issue to you.
Car Loans R Us is a Trading style of Tangerine Media Limited.
Tangerine Media Limited is registered in England and Wales under company number: 12247975. Registered office address: 4 Douro Terrace, Sunderland, Tyne & Wear, United Kingdom, SR2 7DX
Tangerine Media Limited Company (FRN - 958668) is an Appointed Representative of Future Car Credit Limited. Future Car Credit Limited is authorised and regulated by the Financial Conduct Authority (FRN 673990). We act as a credit broker not a lender. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. (Written Quotation available upon request). Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow), this will not affect the rate you are offered or the amount you will pay back. The lenders we work with could pay commission at different rates. All finance is subject to status and income. Terms and conditions apply. Applicants must be 18 years or over. We are only able to offer finance products from these providers.
Tangerine Media Limited Ltd are registered with the Information Commissioners Office under registration number: ZB127788
The Financial Ombudsman Service (FOS) is an agency for arbitrating unresolved complaints between regulated firms and their clients. Full details can be found at www.financial-ombudsman.org.uk