Complaints Procedure

At Gold Cars Ltd, we are committed to providing a high standard of service.

If you are unhappy with any aspect of our service, we would like to hear from you so we can investigate and resolve the matter fairly and promptly.

Making a complaint will not affect your legal rights.

What Is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, relating to our services or products.

This may include vehicle quality, finance arrangements, deposits, customer service, or any other part of our business.

How to Make a Complaint

You can contact us:

By Telephone: 01386 831300

By Email: claims@goldcarsltd.co.uk

In Writing:
Gold Cars Ltd
Unit 8–12 Two Shires Park
Honeybourne
Evesham
WR11 7QF

Please include your name, vehicle details (if applicable), and full details of your concern.

What Happens Next?

• We will acknowledge your complaint within 5 working days.
• We aim to resolve complaints as quickly as possible.
• If we are unable to provide a final response within 4 weeks, we will write to update you.
• We will provide our final response within 8 weeks of receiving your complaint.

Our final response will explain:

• Whether your complaint has been upheld or rejected
• The reasons for our decision
• Details of any redress offered (if applicable)

Financial Ombudsman Service

If your complaint relates to a regulated finance agreement and you remain dissatisfied after receiving our final response — or if 8 weeks have passed — you may refer your complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

You must refer your complaint within six months of the date of our final response letter.

Our complaints procedure is free of charge.