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Complaints

Follow the below procedure to make a complaint or provide feedback

If you have a complaint or feedback, please reach out to us using one of the following methods:

By Email: complaints@carloanfirst.co.uk

By Post:

Head of Customer Service
Car Loan First Ltd
C2a, The Quadrant,
Mercury Court, 
Chester West Employment Park
Chester, CH1 4QR

By Phone: 01244 727 727

Our Complaint Handling Process

  • We will acknowledge receipt of your complaint within 48 hours.
  • Our aim is to resolve complaints within 4 weeks. If we need more time, we will contact you with an update.
  • If we are unable to provide a final response within 8 weeks, or if you are dissatisfied with our resolution, you may be eligible to escalate your complaint to the Financial Ombudsman Service.

Contacting the Financial Ombudsman Service
If your complaint remains unresolved after 8 weeks or you are unsatisfied with our response, you can contact the Financial Ombudsman Service for an independent review.

By Phone:
0800 023 4567 (free from most landlines)
0300 123 9123 (cheaper from mobiles)
0207 964 0500 (if calling from abroad)

By Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Company Information
Car Loan First Ltd, Company Number 15363510, is authorised and regulated by the Financial Conduct Authority. We are registered with the Information Commissioner’s Office (ICO No. ZB694598).

We appreciate the opportunity to address your concerns and are dedicated to providing a fair resolution.

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Important Notices
© Copyright 2025 Car Loan First. All rights reserved. Car Loan First is a trading name of Car Loan First Limited and is a broker, not a lender. Car Loan First is authorised and regulated by the Financial Conduct Authority (Firm Number 1014324) and is registered with the ICO “Information Commissioner’s Office” (Firm Number ZB694598). Car Loan First Limited is a company registered in England (Registration Number 15363510). Registered office; The Quadrant, Mercury Court, Chester West Employment Park, Chester, CH1 4QR. Applicants must be 18 or over, terms and conditions apply, guarantees and indemnities may be required. All finance is subject to status and income. Written quotations on request. We look to find the best rate from our panel of lenders and will offer you the best deal that you’re eligible for. We don’t charge a fee for our service, but we do earn a commission. This does not influence the interest rate you’re offered in any way. We will advise you of the amount of commission payable to us and gain your consent before proceeding. This site uses cookies so that we can provide you with the best user experience. By continuing to use the site you are consenting for cookies to be used. Further information on cookies and how you can disable them is available on our cookie policy.