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Initial Disclosure Document (IDD) for Customers.

The Finance Conduct Authority is the independent regulatory body for all UK financial services. They require us by law to provide you with an Initial Disclosure Document for customer to provide a summary of the products and services we offer and what to do if you have a complaint about us. 

Who are we regulated by?

UK Car Finance Limited (T/A Refused Car Finance) is authorised and regulated by the Finance Conduct Authority for all consumer credit activity and our firm’s registration number is 714966, permitted activities allow us to act as a broker and not a lender. You can verify this information by using the registration number (714966) on the FCA website > https://register.fca.org.uk/s/

What services do we provide?

We can introduce you to a limited number of selected finance providers and finance brokers who may be able to offer you finance for your vehicle purchase, our role as a finance broker is to determine which lender on our panel will be suitable. Rates are determined by our lender based on a number of parameters, e.g. personal circumstances, age of vehicle, balance financed etc.

How is your data stored?

Your personal data is held in accordance with the Data Protection Act 2018. Some or all of the data that you provide to us will be passed on to our lender in order for them to assess and underwrite your application for finance. For more information, please visit our dedicated Privacy Policy page on our website.

How do you make a complaint?

If you have a complaint about any of our services, we would like to hear from you, the last thing we want is an unhappy customer. Please contact us to discuss your complaint in more detail using the following methods:

Call us: 0191 718 0000

Email us: complaints@uk-carfinance.co.uk

Write to us: Lakeside House, 30 Northumbrian Way, Newcastle Upon Tyne, NE12 6EH.

How to contact the Financial Ombudsman Service.

If you are not happy with our final response to your complaint, you can at escalate your complaint to the Financial Ombudsman Service, however, you must contact them within 6 months from the date of our Final Response, the Ombudsman Service will confirm with you that we have issued our final response and may need to see evidence of our outcome which you will need to provide to them.

The Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions, their contact details are detailed below.

By phone: 0800 023 4567 or 0300 123 9123

By email: complaint.info@financial-ombudsman.org.uk

In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Website: www.financial-ombudsman.org.uk

More information can be found on the Complaints Page of our website.


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