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Feedback and Complaints

Complaints regarding Discretionary Commission Arrangements

On 11th January 2024, the Financial Conduct Authority (FCA) published a policy statement to temporarily suspend the requirement for firms to issue responses to Discretionary Commission Arrangement complaints within 8 weeks until 25th September 2024. This applies for vehicles financed before 28th January 2021. For more information on the FCA approach please visit www.fca.org.uk/carfinance.

What is a Discretionary Commission Arrangement?

Discretionary commission arrangements are agreements between credit brokers and lenders that incentivise brokers to increase how much people were charged for their car loan.

Did Go Car Credit ever use a Discretionary Commission Arrangement?

No, we are pleased to confirm that we have never used a Discretionary Commission Arrangement, meaning our customers have not experienced additional interest, fees or charges as a result of applying for our finance products via a credit broker or car dealership.

What does this mean for me?

You can rest assured that the interest rate agreed was the best available to you at the time you took out your Hire Purchase Agreement with us.

Any complaint received regarding commission arrangements will be reviewed in line with the standard timescales set out under the heading ‘complaints procedure.’

complaints

Complaints Procedure

At Go Car Credit, we aim to provide you with the highest standards of service. However, sometimes things can wrong, when this happens we encourage our customers to tell us in order for us to look to put things right.  Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

Our complaints procedure is designed to ensure that each complaint is dealt with in fair and reasonable manner.  We aim to resolve all complaints within 72 hours, if this is not possible, then we will acknowledge your complaint in writing within 5 working days of receiving it.  We will investigate the matter fully and resolve within 4 weeks.  All complaints should be resolved within 8 weeks, if this is not possible a letter will be sent confirming the reason.

If you have a complaint please let us know about this by completing the complaints form here. Contact us on 01925 696 371, email to gocarcreditcomplaint@workpro-online.com or write to us at:

Customer Relations Manager
Go Car Credit Limited
1st Floor
Chadwick House
Birchwood Park
Warrington Road
Warrington
WA3 6AE

referral

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint within 8 weeks of receiving it, or you are not satisfied with the outcome you have the opportunity to refer the complaint to the Financial Ombudsman Service within 6 months of our final response. We will provide you with details of how to refer your complaint to the Financial Ombudsman Service in our written response. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible, free and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk