Complaints Procedure

We want to know when something is not right

If you are unhappy with any part of our service, please tell us. You can complain by phone on 01772 971422, by email to enquiries@northwestcar.group, or in writing to Blackpool Road, Kirkham, Preston, Lancashire, PR4 2RE. Complaints are free to make and we treat them fairly, consistently and promptly.

What happens next

• We will acknowledge your complaint promptly, normally within five working days, and tell you who is dealing with it.
• We will investigate fairly and keep you informed of progress.
• We will send you a final response setting out our findings within the timescales required by the FCA, and no later than eight weeks from the date we received your complaint.

If you are not satisfied

If you are not happy with our final response, or more than eight weeks have passed and you have not received one, you may refer your complaint to the Financial Ombudsman Service, an independent service that is free to use. You normally need to refer your complaint within six months of the date of our final response.

• Website: financial-ombudsman.org.uk
• Telephone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaints about a lender

If your complaint is about the finance agreement itself rather than our service, the lender has its own complaints procedure, which is set out in your agreement. We will help you find the right contact.

Last reviewed September 2026.