All legal entities within the David Brown Cars Limited: FRN 679725

Are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit broking and are not a lender.

Full details of our FCA Permissions (which include our full trading names) can be viewed on the FCA Register.

David Brown Cars introduce a limited number of lenders and finance products to assist with your vehicle purchase. David Brown Cars act on the lenders behalf when making the introduction. David Brown Cars are not an independent financial adviser and therefore, no advice or recommendation is made. You must decide that the finance product chosen is right for you.

David Brown Cars typically receives a commission from the lenders that we partner with, this may be a fixed fee or a fixed percentage of the amount borrowed.

The lenders that David Brown Cars partner with could pay commission at different rates. Some lenders may also provide preferential rates to David Brown Cars for the funding of vehicle stock and may also provide financial support for training.

The amount of commission that David Brown Cars receive from a lender, does not have any effect on the amount that you pay the lender under your credit agreement.

Finance is subject to credit acceptance to UK residents, excluding the Channel Islands aged 18 or over.

All finance is subject to status. Guarantees and indemnities may also be required.

Terms and Conditions apply.

We are a credit broker and not a lender. We can introduce you to a limited number of lenders and their finance products. We are not an independent financial advisor and we act as their agent for this introduction. We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation. We do not charge you a fee for our services. 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). For your reassurance, all of the lenders we work with could pay commission at different rates, but the commission we receive does not influence the interest rate you will pay. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. If you ask us what the amount of commission is, we will tell you in good time.

We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our expectations and if this happens, we would like to hear from you. This will allow us to put matters right and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.

If you are dissatisfied with the service you receive from us, you can contact us as detailed below.


Complaints Handling Procedure

We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our expectations and if this happens, we would like to hear from you. This will allow us to put matters right and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.

If you are dissatisfied with the service you receive from us, you can contact us as detailed below.


What is a complaint?

David Brown Cars Ltd defines a complaint as an expression of dissatisfaction with the products/service provided by David Brown Cars Ltd.


How to make a complaint

In the first instance, please share your complaint in person with our staff as they are usually best placed to resolve the concern. If your concern remains unresolved you can write to us at:
email [email protected]
calling us on 01483 236417
or write to us at Unit 1, Guildford, Surrey, GU3 3HQ

When you contact us, please give us full details and include information (if you have it) about the area of David Brown Cars Ltd that you felt provided a dissatisfactory service.


What happens next

We aim to respond within 48 working hours. If it is not possible to give you a full reply within this time (for example, if your complaint requires a more detailed investigation), we will give you details of who is dealing with your complaint and how to contact them. We will do our best to resolve the concern immediately with as little inconvenience to you as possible and to keep you informed during the process. At any stage you may contact the person handling your complaint and discuss the next steps.

We will keep you informed of the progress being made towards complaint resolution throughout our investigation. Within 8 weeks we will give our Final Response or a further progress report on the investigation.

We will acknowledge where things could have been done better and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why. Our response to you will include details of what to do if you believe your complaint has not been dealt with properly.


Appeals

After receiving our Final Response, and you do not accept the outcome, or if your Finance or Insurance complaint has not been resolved within 8 weeks then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority to review unresolved Finance and Insurance complaints.

The Financial Ombudsman Service

South Quay Plaza, Exchange Tower, London, E14 9SR. Tel. 0800 023 4 567 or 0300 1239 123

[email protected]

Alternative Dispute Resolution Service (ADR)

If you remain unsatisfied, you can then take advantage of an Alternative Dispute Resolution service (ADR) which can be accessed via the European ODR Platform. This service allows consumers, traders and ADR providers to file, respond to and handle disputes online.

For additional advice contact Citizens Advice (www.citizensadvice.org.uk) who may refer your matter to the Trading Standards Team.


Questions?

If you have any questions or comments about David Brown Cars Ltd Complaints Procedure, please contact us in writing at:

email [email protected]
calling us on 01483 236417
or write to us at Unit 1, Guildford, Surrey, GU3 3HQ