Complaints procedure

Cartime constantly strives to provide the highest level of service from the first point of contact, throughout any post-sale enquiries. However, every so often things don’t go to plan and you might come away feeling dissatisfied. Perhaps you felt that you were not treated with courtesy, or perhaps you’ve had an ongoing problem that we have struggled to fix.

Unfortunately, these things do happen. Although we strive forif perfection, we know that it isn’t possible to reach that every time and that is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. Either way, your feedback helps us to continually improve what we do, and how we do it.

Rest assured that your complaint will be dealt with seriously, and quickly.

What can I do?

It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to a member of staff on site – she or he might be able to sort out the problem straight away, or if not, they might be able to introduce you to someone who can. If you are still not satisfied, you should move to the formal process.

Making a formal complaint

There are several ways to make a complaint. You can contact us on the phone or face to face, or you can send your enquiry to us in a letter or an email to [email protected]. Upon receipt, Cartime will refer your complaint to the individual/department best equipped to respond to your complaint.

Your complaint will be thoroughly investigated and Cartime will provide you with the outcome of such investigations as soon as possible (please allow 7-10 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues and if necessary, you will be given an apology.

If you are not satisfied with the response provided by Cartime, you may be entitled to refer your complaint to AA Cars or the Financial Ombudsman Service.

Alternative Dispute Resolution (ADR)

Car Time Motor Co UK Ltd subscribes to the Motor Industry Code of Practice for Service and Repair. If you remain dissatisfied with the outcome of a dispute relating to service and/or repair, then AA Cars can provide CTSI certified Alternative Dispute Resolution (ADR.)

If you wish to take your complaint to AA Cars please do so via their website: by telephoning 01920 877750.

By post:
The Millers House
Roydon Road
Stanstead Abbotts
SG12 8HN

Financial Ombudsman Service

The Financial Ombudsman Service provides a free, independent service for customers to solve disputes relating to regulated activity.

The Financial Ombudsman Service will only step in once Cartime has had the opportunity to investigate matters, so please let us try to help you first.

Contact the Financial Ombudsman Service

By post:
Financial Ombudsman
South Quay Plaza
183 Marsh Wall
London E14 9SR

By phone:

  • 0800 0 234 567 – free for people phoning from a ‘fixed’ line (eg a landline at home)
  • 0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

By website:

Car Time Motor Company UK Limited is authorised and regulated by the Financial Conduct Authority for consumer credit activity and our registration number is 661105. Permitted activities include acting as a credit broker not a lender. We can introduce you to a limited number of finance providers and do not charge fees for our Consumer Credit services. We will receive a payment(s) or other benefits from finance providers should you decide to enter into an agreement with them. The payment we receive will vary between finance providers and product types. The payment received does not impact the finance rate offered. All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees will be required.

Car Time Motor Company UK Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.

This dealer has commited to AA Cars Standards