If you wish to make a complaint relating to a car you purchased from the former Carcraft business before June 2015 please click here for more information
We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, you can contact us via:
Phone: 0161 5096569
Our Customer Care team aims to acknowledge all matters referred to them within 72 hours (3 business days).
Within four weeks of receiving your complaint we will send you either: a final response; or a letter explaining why we are not yet in a position to resolve your complaint and advising you when we will be contacting you again.
Eight weeks after receipt of your original complaint letter we will send you either, a final response; or a letter explaining why we are still not in a position to issue a final response, advising you when we expect to be able to do so.
For the purposes of handling complaints our working hours are 9am to 6pm Monday to Friday, not including bank holidays.
Please note that the credit broking activity between Carcraft and CarFinance 247 is regulated by the Financial Conduct Authority. Therefore, if you are not satisfied with our response to your dispute regarding a financial service, you may refer your dispute to the Financial Ombudsman Service (FOS). FOS is a free, independent service that looks into disputes between financial businesses and their customers. You have six months from the date of Carcraft’s final response letter to refer your complaint to the FOS, where it relates to the provision of finance.
Where a complaint does not relate to a financial service, and cannot be resolved after you have contacted us, then you may refer the dispute to the following Alternative Dispute Resolution (ADR) service: The Retail Ombudsman.