At Kandoo Car Credit, we take all complaints seriously. Once your complaint is received, our Customer Care Team will investigate it competently, diligently, and impartially. We will fairly and promptly assess:

1. The nature of your complaint
2. Whether any third party is involved (such as the dealer that sold your vehicle or a lender)
3. How we should resolve the complaint
4. Whether the complaint should be upheld and if any redress is required

How to Contact Us
In the event of a complaint, please contact Kandoo Car Credit directly before involving any other party. You can reach us using the following contact details:

• Telephone: 0161 850 5354
• Email: support@kandoocarcredit.co.uk

Investigation Process
When investigating complaints, we will consider all available evidence, the circumstances of your complaint, and any guidance from the Financial Ombudsman Service. We will also adhere to relevant laws and regulations.

Upon receiving your complaint, we will log it and assign a reference number.

• If your complaint is resolved within three business days, you will receive a Summary Resolution communication informing you of the resolution. This will also provide details of the Financial Ombudsman Service, should you wish to refer the matter to them if you disagree with our resolution.
• If the investigation takes longer than three business days, we will promptly acknowledge your complaint and issue a Final Response once the investigation concludes.

During our investigation, we may need to gather detailed information from you, or any third party involved. We kindly ask for your cooperation in providing any necessary information to help resolve your complaint promptly.

Quality of Vehicle Complaints
If your complaint concerns the quality of your vehicle, we recommend that you first contact Kandoo Car Credit to try and resolve the issue. If necessary, we will liaise with the dealer on your behalf. If we encounter difficulties following discussions with the dealership, we will contact you with our opinion on the best course of action moving forward.

Keeping You Informed
We will stay in touch with you while we are investigating your complaint and are happy to answer any queries you may have about the progress. We aim to resolve complaints within 8 weeks and will send you written or electronic communication about the resolution. If we are unable to resolve the complaint within 8 weeks, we will notify you in writing or electronically, explaining the reason for the delay. We will also provide an indication of when we expect to issue a Final Response, along with a copy of the Financial Ombudsman Service’s explanatory leaflet, which explains their service and how you can refer your complaint to them.

Redress
If we determine that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible. The form of redress will depend on the nature of the complaint and may include an apology, vehicle repair, or an offer to rewrite a finance application. Financial compensation, if deemed appropriate, may include interest calculated in line with relevant guidance.

Time Limits for Complaints
We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’re complaining about, or 3 years from when you were (or ought reasonably to have been) aware of the cause for complaint. However, we will consider any exceptional circumstances that may explain the delay in bringing the complaint to our attention.

Escalation to the Financial Ombudsman Service
If you are dissatisfied with our findings after receiving our Final Response, or if we have had at least 8 weeks to consider the complaint and have not yet issued a Final Response, you may refer the matter to the Financial Ombudsman Service. You can refer your complaint to the Financial Ombudsman Service if you’ve:

• Received a Final Response with which you are dissatisfied; or
• We’ve had at least 8 weeks to consider the complaint but have not yet issued a Final Response.

To refer your complaint, you must contact the Financial Ombudsman Service within 6 months of the date of our Final Response. They may request a copy of our Final Response letter.

Please note that some of our services may not be covered by the Financial Ombudsman Service. If this is the case, we will inform you in our Final Response. You may still be able to contact an Alternative Dispute Resolution (ADR) service, which will determine whether your case is eligible for review.

Contacting the Financial Ombudsman Service
The Financial Ombudsman Service is a free, impartial service that resolves disputes between consumers and financial services firms. You can contact them at:

• By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• By telephone: 0800 023 4567
• By email: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk

Record Keeping
We will maintain records of all complaints and will provide the Financial Ombudsman Service or the Financial Conduct Authority (FCA) with details of all complaints handled by us upon request.