Feedback

Here at Credit Vibe Finance Ltd we welcome your feedback. 

We want to hear about the good and the bad so that we can keep doing what works or improve on the things that don’t.

If you feel that we are doing something good then please let us know, all feedback is constructive and helps us to run our operations to the best of our ability ensuring that you have the right journey with us.

Equally if you feel that we have done something bad, help us to improve our services and contact us to let us know.

Either way we want to hear your thoughts to ensure every customer has the best possible journey with us.

If you feel that it has gone beyond feedback and wish to raise a complaint, please see our code of practice below.

Complaints Code of Practice

Where we receive a complaint from you, our Customer Service Team will investigate your complaint competently, diligently, and impartially.

We will act in a fair and prompt manner when assessing:

Once we have received your complaint

The nature of your complaint.

If there is are any  third parties involved in the complaint (such as the dealer that sold your vehicle or a lender).

How we should resolve the complaint.

Whether the complaint should be upheld & whether you should be compensated

When considering complaints, we’ll consider all the available evidence, as well as the circumstances of your complaint. We’ll also consider any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulation. 

How your complaint will be resolved

Once your complaint has been received, it will be logged by our customer service team and given a unique reference number. Where a complaint is resolved within three business days, you will receive a Summary Resolution communication, which will inform you of the resolution. Within this communication you will also be provided with the Financial Ombudsman Service’s details so you can refer it to them if you do not agree with the resolution. Where investigations continue beyond three business days, the complaint will be promptly acknowledged, and a Final Response will be subsequently issued once investigations have concluded. 

During our investigation, we may need to obtain detailed information from you, or any third party involved in the complaint. For us to best deal with your complaint in a manner which is prompt and thorough we ask that you assist us as much as possible with our assessment, your prompt attention would enable us to reach the most conclusive resolution.

If your complaint is regarding the quality or any other issues with your vehicle, then we suggest in the first instance you make the initial contact with the dealership who sold you the vehicle to try and resolve the issue, the dealer should be given an opportunity to rectify any faults or issues with the vehicle. If you are having any further difficulties following your conversation with the dealership, then please contact us and we will help in any way we can. 

We will maintain regular contact while we’re looking into your complaint, and we’ll be happy to answer any queries you may have about how we’re progressing. We will also speak with any third parties to establish a mutual understanding and resolution where possible.

We will aim to resolve your complaint within 8 weeks and send you a written or electronic communication of the resolution. However, if the complaint has not been resolved within 8 weeks a written or electronic communication will be sent to inform you why we have not been able to resolve it within the stated timescales. An indication of when we expect to be able to provide you with a Final Response will also be given. A copy of the Financial Ombudsman Service’s explanatory leaflet will be sent to you, further details of the service they provide and how to refer your complaint to them will be set out within this leaflet.

Once the investigation is completed what happens? 

Where we decide that redress is the correct course of action, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t necessarily be financial compensation and may instead be, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed the correct course of action, this may also include an element of interest calculated in line with relevant guidance.

What are the time limits for making a complaint?  

We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’ve complained about, or (if later) more than 3 years after you were (or ought reasonably to have been) aware of a cause for complaint.

If there are exceptional circumstance that you feel may explain the delay in bringing the matter to our attention, we may look at this and endeavour to investigate the matter.

If you are dissatisfied  

If you remain dissatisfied with our findings, having received our Final Response, you may be able to refer the matter to the Financial Ombudsman Service who will be able to review the complaint and advise you of your rights to this. 

You can refer your complaint to the Financial Ombudsman Service if you’ve either: 

Received a Final Response with which you’re dissatisfied. 

or We’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response. 

If you do want the Financial Ombudsman Service to investigate your complaint, you should contact them within 6 months of the date of our Final Response letter, a copy of which they may ask you to send to them. 

The Financial Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below. 

By Post: 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone: 0800 023 4567 

By email:

complaint.info@financial-ombudsman.org.uk 

Website:

www.financial-ombudsman.org.uk. 

We’ll maintain records and provide the Financial Ombudsman Service or the Financial Conduct Authority, on request, details of all complaints handled by us.

A copy of this can be provided upon request, please call our customer service team and one of our members will be able to provide documents relating to any complaint which our team have handled.