Complaints Procedure

Our Commitment To You

At Carsa, each customer is important to us and we believe you have the right to a fair, swift and courteous service at all times.

We understand that sometimes things can go wrong. When this happens, we want you to let us know so we can investigate your concerns thoroughly, respond fairly, and learn from the feedback we receive.

Please let us know about any comments or complaints via our online process at:https://go.carsa.co.uk/cc

Or by post to:

Customer Care
Carsa Limited
Unit 7 Barton Park Industrial Estate
Chickenhall Lane
Eastleigh
Southampton
SO50 6RR

A member of our Customer Service team will follow the process below. We will deal with all complaints promptly, professionally and in a transparent manner.

How We Handle Complaints

1. Non-regulated formal complaints

For complaints that do not relate to a regulated finance or insurance product:

We will acknowledge your complaint within 5 working days of receipt.

We will then investigate your complaint and aim to provide a final response within 8 weeks of receiving it.

If we are unable to provide a final response within 8 weeks, we will write to you explaining the reason for the delay and provide a revised timescale for resolution.

If you remain dissatisfied once we have issued our final response, or if 8 weeks have passed and your complaint remains unresolved, you may refer your complaint to the Motor Ombudsman for independent review.

The Motor Ombudsman

Phone: 0345 241 3008
‍Website: www.themotorombudsman.org

2. Regulated finance or insurance complaints

If your complaint relates to a regulated finance or insurance product, Carsa will continue to follow the same process for regulated complaints.

We will acknowledge your complaint within 5 working days of receipt.

Where possible, we will resolve your complaint quickly. If we are able to do so within the required time, we will send you a summary resolution response.

If your complaint cannot be resolved immediately, we will continue to investigate it and provide a final response within 8 weeks of receiving the complaint.

If we are unable to send a final response within 8 weeks, we will write to you explaining why and tell you when we expect to be able to provide one.

If you remain dissatisfied with our final response, or if we have not provided one within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

Phone: 0800 023 4567
‍Email: complaint.info@financial-ombudsman.org.uk
‍Website: www.financial-ombudsman.org.uk
Address: Exchange Tower, London, E14 9SR

3. Insurance products

If your complaint relates to an insurance product, please contact Nukula Limited T/A InsureThat at:

Sterling House
Sitka Drive
Shrewsbury Business Park
Shrewsbury
SY2 6LG

If the matter is not resolved to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service.

Alternative Dispute Resolution

At Carsa, we believe we operate in a fair, open and transparent manner and have therefore committed to standards set in The Motor Industry Code of Practice for Vehicle Sales, along with Service and Repair. Should you ever feel the need and your complaint does not relate to finance or insurance products, you can refer your dispute to The Motor Ombudsman, who are the self-regulatory body for the Motor Industry that can provide independent advice and guidance.

The Motor Ombudsman will offer free impartial advice and when appropriate, provide a certified Alternative Dispute Resolution (ADR) service that we are fully committed to in the event you are not satisfied with the outcome of a dispute.

The Motor Ombudsman can be contacted at:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
‍
Telephone: 0345 241 3008 (option 1)
Email: consumer@tmo-uk.org
Website: www.themotorombudsman.org/