Complaints procedure
Draft - not yet reviewed for compliance. Last updated [date TBC].
How to complain
If you're unhappy with our service, tell us. Contact us at [Torque Cars email address TBC] or [Torque Cars phone number TBC] with your name, contact details, and what's gone wrong.
What happens next
We'll acknowledge your complaint promptly and aim to resolve it as quickly as possible. If we can't resolve it straight away, we'll keep you updated on progress. We aim to issue a final response within eight weeks.
If you're not satisfied
If we haven't resolved your complaint within eight weeks, or you're not happy with our final response, you may be able to refer it to the Financial Ombudsman Service, free of charge, at financial-ombudsman.org.uk or on 0800 023 4567. You'll usually need to do this within six months of our final response.
Complaints about our principal
As an Appointed Representative, some complaints may need to be handled by our principal firm, [AU Finance legal entity name TBC]. We'll let you know if that applies to your complaint and pass it on accordingly.