Version: 1.3 Effective Date: 26 October 2026 Next Review Date: October 2027
All our customers have the right to complain, and we have complaints handling procedures in place to deal with any complaints we receive. Making a complaint is free of charge. This document sets out the procedure we follow to ensure a fair and timely resolution of any complaint.
We aim to fully resolve all complaints within 8 weeks of receipt, in line with Financial Conduct Authority (FCA) requirements. Most complaints are resolved much sooner.
Only appropriately trained staff handle complaints. This is generally our Operations Manager, to ensure objectivity. We will not allow a member of staff who is the subject of a complaint to handle that complaint.
In line with our commitment to treating customers fairly and our obligations under FCA rules and the Consumer Duty, we will: - Investigate complaints competently, diligently and impartially. - Assess fairly, consistently and promptly the subject matter of the complaint, whether the complaint should be upheld, and what remedial action or redress (or both) may be appropriate. - Record and analyse all complaints (whether or not they are reportable to the FCA, and whether they concern our firm or a third party such as an insurer or finance provider) so we can identify and address any weaknesses in our service.
For the purposes of our FCA-regulated activities, a complaint is:
"Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience."
In addition, we treat as a complaint any oral or written expression of dissatisfaction from a customer about a vehicle we have sold, a service we have provided, or our conduct in dealing with them, whether or not the complaint relates to a financial service. All complaints, whether financial or non-financial, are recorded in our Complaints Register and handled in accordance with this procedure.
You may make a complaint verbally or in writing (including by email or other electronic communication). We will not ask you to put a complaint in writing, but in some cases it may help us to investigate if you can set out the relevant information in writing.
You can raise a complaint with us using any of the following channels: - Online: anycolourcar.com/Need-our-help - Email: customer@anycolourcar.com - Telephone (Customer Care): 01226 574321 - Post: Anycolourcar Limited, The Old Garage, Genn Lane, Worsbrough, Barnsley, S70 6TF
When we receive a complaint, the member of staff who receives it will notify the Operations Manager without delay. The Operations Manager will: - Assess the validity of the complaint. - Investigate the matter. - Log the details in our Complaints Register.
If a complaint covers both the vehicle (or our service) and the finance or our credit broking, we will split it into its parts and deal with each part under its own heading in one letter. The finance part follows the FCA process, including your right to go to the Financial Ombudsman Service. The vehicle part follows the process for vehicle and service complaints.
If your vehicle was supplied under a hire purchase or PCP agreement, the finance provider (lender) is also legally responsible for the quality of the vehicle. You can also complain to them, and if you are unhappy with their response, you may be able to refer it to the Financial Ombudsman Service. We will give you the lender's contact details.
Where a complaint can be resolved informally within 3 business days of receipt, we will deal with it informally and confirm the resolution with you in writing. For finance-related complaints, that letter will also explain your right to refer the complaint to the Financial Ombudsman Service and give its website. Where a complaint cannot be resolved informally within 3 business days, we will move to the formal process described below.
If we cannot resolve your complaint informally, we follow this process: - Acknowledgement: we will acknowledge your complaint in writing within 5 working days of receipt. - Initial response: we aim to provide a substantive response within 14 days of receipt. - Final response: where a complaint cannot be resolved within 14 days, we will provide a final written response within 8 weeks of receipt. Our final response will say clearly that it is our final response. For finance-related complaints, it will include the Financial Ombudsman Service's leaflet and explain your referral rights in full. - Delay (finance-related complaints): if we cannot give our final response within 8 weeks, we will write to explain why, tell you when we expect to respond, and tell you that you can refer your complaint to the Financial Ombudsman Service straight away. We will enclose the Ombudsman's leaflet. - Delay (vehicle or service complaints): if we need more time, we will explain the delay and give you a revised expected response date. - Outcome: our response will either accept the complaint and, where appropriate, offer redress; or reject the complaint and explain why. - Escalation: if you are not satisfied with our final response, you may escalate the matter as set out below.
If your complaint relates to a finance product we have introduced you to, or to our credit broking, and we have not sent our final response within 8 weeks or you are unhappy with it, you have the right to refer the matter to the Financial Ombudsman Service (FOS), free of charge. You must do so within 6 months of our final response. - Financial Ombudsman Service, Exchange Tower, London E14 9SR - Website: www.financial-ombudsman.org.uk - Telephone: 0800 023 4567
The Financial Ombudsman Service is free and impartial.
We have appointed the South Yorkshire Trading Standards ADR scheme as our ADR provider. It is our appointed ADR provider for all complaints, whether you paid cash or used finance. For finance-related complaints, it is available in addition to, and after, your right to go to the Financial Ombudsman Service. It does not replace or affect that right.
The scheme is administered by Doncaster Council on behalf of the South Yorkshire authorities: - Email: adr@doncaster.gov.uk - Phone: 01302 737573 - Postal address: ADR, Trading Standards Service, Civic Offices, Waterdale, Doncaster DN1 3BU
Please note that for the ADR scheme to consider your complaint, both you and we must agree to take part in the scheme. We are committed to engaging with ADR where it is appropriate to do so.
If you need general consumer advice or want to report a trader before starting the ADR process, you can contact the Citizens Advice Consumer Helpline on 0808 223 1133 (Monday to Friday, 9:00 am to 5:00 pm) or submit an enquiry online via the Citizens Advice consumer service.
You may also seek free, impartial guidance from: - Citizens Advice Consumer Service: 0808 223 1133 | citizensadvice.org.uk
All complaints are logged in our Complaints Register and retained for 6 years from the date the complaint is closed.
Complaints are reviewed periodically to identify trends and improve service quality.
FCA complaint reporting is submitted on our behalf by The Compliance Guys, our compliance consultants, with our annual return and settlement report.
If another authorised firm or a regulated financial institution is wholly or partly responsible for a complaint, we may refer the complaint (or the relevant part of it) to them. In such cases: - You will be informed promptly and in writing about the referral, and why. - Contact details for the firm now handling the complaint will be provided to you.
Complaints can be made free of charge and will be handled fairly and promptly.
Your rights to escalate:
Finance-related complaints: if we have not sent our final response within 8 weeks, or you are unhappy with it, you can refer your complaint to the Financial Ombudsman Service, free of charge, within 6 months of our final response. After our final response, you can also use the South Yorkshire Trading Standards ADR scheme; this does not affect your right to go to the Ombudsman.
All other complaints (vehicle or service): if you are unhappy with our final response, you can ask to use the South Yorkshire Trading Standards ADR scheme, provided both you and we agree to take part.
You retain the right to take legal action if a complaint remains unresolved.
Contact: customer@anycolourcar.com | Customer Care 01226 574321
Your Personal Details
Service centre: Monday to Friday, 8am to 5pm.
anycolourcar Limited is registered in England and Wales under company number: 12573459. Genn Lane, Barnsley, S70 6TF. anycolourcar Limited is authorised and regulated by the Financial Conduct Authority, under FCA number: 946186. 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) and this may or may not affect the total amount repayable. The lender will disclose this information before you enter into an agreement which only occurs with your express consent. The lenders we work with could pay commission at different rates and you will be notified of the amount we are paid before completion. 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. As we are a credit broker and have a commercial relationship with the lender, the introduction we make is not impartial, but we will make introductions in line with your needs, subject to your circumstances. anycolourcar Limited are registered with the Information Commissioners Office under registration number: ZA863807
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