Complaints

1. How to Make a Complaint

If you have a complaint, you can contact us via:

Email: info@firstcarcompany.com

To help us investigate your complaint quickly, please include:

• Your full name and contact details

• Details of the issue, including dates and any relevant documents

• What outcome you are seeking

2. What Happens Next

• Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it.

• Investigation: We will thoroughly investigate your complaint and may contact you for more information.

• Response: You will receive a full response within 10 working days. If more time is needed, we will let you know and provide regular updates.

• Resolution: If your complaint is upheld, we will offer a suitable resolution such as a refund, correction, or apology.

3. Escalation

If you are not satisfied with our final response, you may refer the complaint to a relevant third party for independent review, such as:

The Motor Ombudsman (if applicable):
Website: www.themotorombudsman.org
Phone: 0345 241 3008

Or, if applicable to financial products or services:

Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567

4. Continuous Improvement

We treat all complaints seriously and use them to improve our services, processes, and staff training.