Complaints Procedure

Last updated: 2 September 2026

CarsBros Ltd aims to provide a professional and fair service. If you are unhappy with any aspect of the service you have received, please contact me so that I have an opportunity to investigate and resolve the matter.

1. How to make a complaint

You can make a complaint by email, telephone or in writing.

Email: info@carsbros.co.uk

Telephone: +44 7894 536 003

Post:
CarsBros Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

Please provide as much information as reasonably possible about your complaint, including your name, contact details and details of the vehicle or finance enquiry concerned.

2. What happens after you complain

I will review your complaint fairly and investigate the circumstances surrounding it.

Where possible, I will try to resolve your complaint promptly. If the complaint cannot be resolved immediately, I will keep you informed where appropriate while it is being investigated.

3. Final response

For complaints subject to the Financial Conduct Authority complaint-handling rules, CarsBros Ltd will provide a final response as soon as reasonably possible and normally no later than eight weeks after receiving the complaint.

The final response will explain the outcome of the investigation and any action CarsBros Ltd proposes to take.

4. Financial Ombudsman Service

If your complaint relates to a regulated financial service and you are not satisfied with the final response, you may be eligible to refer your complaint to the Financial Ombudsman Service.

You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.

The Financial Ombudsman Service is a free and independent service for resolving disputes between eligible complainants and financial businesses.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Website: financial-ombudsman.org.uk

5. Regulatory information

CarsBros Ltd is authorised and regulated by the Financial Conduct Authority for credit broking activities.

FCA Firm Reference Number: 1052310

CarsBros Ltd acts as a credit broker, not a lender.