We're committed to providing you with the best possible products and services, but sometimes we know that things go wrong. If you're not happy, or feel the need to make a complaint, you can reach us in any of the ways below.
Whichever way you get in touch, your complaint goes to the same team and is handled the same way.
The Customer Care Manager
Rightdrive UK Ltd
Unit C1, Cranleigh Road
Fareham, PO16 9DR
02392 378474
complaints@rightdrive.co.uk
You'll hear from us quickly, in writing or by email
All available evidence and your circumstances considered
Ask us anything about how your case is progressing
Or an explanation of why we need longer
Our complaints handling procedure in full, so you know exactly what to expect at each stage. If anything here isn't clear, ring us and ask.
Call 02392 378474Where we receive a complaint from you, our Customer Care Team will investigate your complaint competently, diligently and impartially. We'll fairly, consistently and promptly assess:
When considering complaints, we'll take into account all of the available evidence — as well as the circumstances of your particular complaint. We'll also take into account any guidance published by the Financial Ombudsman Service ('the Ombudsman'), as well as any relevant laws or regulation.
The Ombudsman resolves disputes between consumers and financial services institutions. If you remain unhappy after our Final Response, or we've had at least 8 weeks without issuing one, you can contact them directly.
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
We'll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us. A copy of this document is issued with every acknowledgement letter sent to the customer following receipt of a complaint, and is published here so that any customer wishing to raise a complaint has our Customer Care Team contact details.
An email is also sent to every customer following the finance being paid out. Within that email is the following wording: "If there's something that you are not happy with, let us know so that we can put things right. Please contact our Customer Care Team by writing to us at the address below, by telephoning us on 02392 378474 or by email at complaints@rightdrive.co.uk."
Send us the details and a member of the Customer Care Team will be in touch. The more you can tell us up front, the quicker we can get to the bottom of it.
Rightdrive UK Ltd, Unit C1, Cranleigh Road, Fareham, PO16 9DR
We'll acknowledge your complaint within three working days and explain how we plan to investigate it.
