How To Complain
Our Commitment to Quality – Our Complaints Procedure
We hope you enjoyed your buying experience with us and that your car is reliable and provides you enjoyment whilst using it. However we do understand that sometimes things go wrong. On those occasions we are committed to responding promptly and fairly to any complaints from our customers.
Our aim is always to resolve any complaint at the earliest opportunity. We keep records of all complaints that we receive, which provides us with valuable feedback, telling us how we can improve our services. Your views are important, so please make them known to us. The complaint investigation is free of charge.
Who should you complain to?
In the first instance, please address your complaint, in writing, email or by telephone to our Customer Services team whose details are at the bottom of this document.
What will we do next?
Our aim is to provide a satisfactory solution as speedily as possible. We will endeavour to sort out the problem there and then. In some cases further investigation may be required, in which case we will try to provide an answer or initial response by the end of the next working day following receipt of your complaint.
If this is not possible and it is a regulated complaint, we will send you a written acknowledgement within five working days of receipt. This will state the name of the person who is dealing with your complaint, their contact details and confirm our understanding of the nature of your concerns. Otherwise we will just keep in touch by your preferred method of contact.
When will we contact you again?
If your complaint is regulated, we will either provide our final response to your complaint within eight weeks of receipt or if after eight weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. If your compliant can be referred to an ombudsman service, arbitration scheme, or dispute resolution scheme, then we will explain the process and provide you with the necessary details. Alternatively you may still choose to wait until we are in a position to provide our final response.
What do we mean by final response?
If your complaint is regulated then our final response will detail the results of our investigation into your complaint and we will explain whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redress taking into account the individual circumstances of each case investigated. This will not always involve financial redress and may simply involve an apology. Our aim is to treat all customers consistently and fairly.
What happens if you remain dissatisfied?
Our final response will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you details of any rights of referral you may have to an ombudsman service, arbitration scheme, or dispute resolution scheme. If your complaint is not regulated and you do not get such a response then you can escalate it by addressing your complaint to ‘The Directors’ and using the details below.
Contact details:
Customer Services
Ucan Financial Services Ltd, Circular Garage,
Poolstock, Wigan, WN3 5DU
Telephone : 01942 590360
e mail: customerservices@ucanfinancialservices.co.uk
FAQ
Will I definitely be accepted?
At Ucan Car Credit we are experts in car finance and we work with a large number of lenders. All finance is subject to status so we can't guarantee that you'll be accepted, but we can guarantee that we will work harder than anyone else and we do get a lot of people accepted who have been refused elsewhere.
What APR will I pay?
Because we deal with so many finance companies we have lots of different finance plans available. So until we go through your application we won’t know which is right for you and what your APR will be. But we work hard to place you in the product that is most suitable for you.
I have a low budget for a car. Can I still buy one?
We have a great range of cars at a wide range of prices, and also have lots of different finance plans to work with. That gives us a great opportunity to be able to work with you to find a car that suits your budget.
What make/model of car do you sell?
We sell all the most popular brands and have a wide choice of cars.
How do I know the car you sell me will be reliable?
Ucan Car Credit prides itself on selecting cars that are reliable and have been looked after, and then preparing these to a high standard. In the unlikely event that you do have an issue then we also provide a free extensive 6 month warranty with the car.
How old are the cars you sell?
We sell cars from pre-registered through to 10 years old. That means we have a large choice to suit our customers.
What choice of cars do you sell?
We have a really wide choice of cars suitable for different needs and requirements. Whether you need a people carrier to drop the kids off at school, a small economical car for doing local trips, or a bigger car for those long business trips we have a car to suit you.
I’ve been let down before how do I know I can trust you?
Ucan Car Credit is a family business and we have over 40 years experience in the motor trade. We are in your corner and want to help you as much as possible to get the car you need. Our staff are friendly and want to help. We will worker harder than anyone else to get you the finance that you need.
If you can't find the answer to your question, please get in touch with us here. We'll be happy to help.
Apply
Complete our simple online application OR call us direct. You’ll get a quick decision and our team will help you to find the ideal finance deal so you can get the car you want at the best rate.
Choose
You may have already decided what type of car you want, or you want help with your options. We will help you choose the vehicle that is ideal for you. If you have a part exchange vehicle we can help you with that as well!
Driveaway
Once you have the finance agreed and you have chosen your new car… you can drive away! All our vehicles come with a minimum of 6 months warranty and are MOT’d.
Extensive number of lenders available
High quality used car stock
Free MOT and Service with every car
Guaranteed after sales support
Top independently rated service
Opening times
9am to 7pm Monday – Friday
9am to 6pm Saturday
Closed Sundays
