Customer Complaints Procedure

Our commitment to you

At Find Me Car Finance all our customers are important to us, and we believe that you have the right to a fair, prompt and polite service at all times.

If you are not happy with any part of our service or product that we have arranged for you, you can choose to tell us by writing or emailing us.  To help us consider and resolve any issues or concerns that you may have please provide the following information:

  • Your contact details including your email address;
  • What your complaint is about;
  • If applicable, names and dates of the people you have spoken to; and
  • What would you like us to do to make things right.

How to contact us?

Please send details of your complaint to: support@sandhurstassociates.zendesk.com or write to; Customer Complaints, The Granary, 50 Barton Road, Worsley, Greater Manchester, M28 2EB. Alternatively you can call us on 0800 808 5541 Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile telephone

What will happen next?

  1. Upon receipt of your complaint, we will do our utmost to resolve it by the end of the next working day, by dealing with it effectively and in a helpful manner
  2. If we can't do this, we will send you a prompt written acknowledgement of your complaint within 5 working days where possible and tell you who is dealing with it. In addition, we will provide you with a copy of our complaints handling procedure. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated.
  3. We will send you our final response as soon as possible but within eight weeks of receiving your complaint.
  4. Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after the eight weeks or the final response letter
  5. We will enclose a leaflet from the Financial Ombudsman Service with our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response.
  6. In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.
    Link to EODR:
    https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

Contacting the Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation. They look to sort out complaints that consumers and financial businesses haven't been able to resolve between themselves.

To find out more about the service visit www.financial-ombudsman.org.uk

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile telephone

Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Find Me Car Finance is trading site of Sandhurst Associates Limited.  Sandhurst Associates Limited is registered as a limited company in England and Wales with company number 06958589, Registered Office: The Granary, 50 Barton Road, Worsley, Greater Manchester, M28 2EB. Sandhurst Associates Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 723591.  It is also registered under the Data Protection Act 1998 under registration number Z2032925.

Our Service

Flexible repayments - repay over a period of 12 to 60 months
No deposit - we work with a number of providers where no deposit is necessary
Choose any vehicle - whether it's a car, van, motorcycle, used or new, we may be able to help
No hassle - you will only be contacted when absolutely necessary

Our Team

Our team consists of experienced financial services personnel, who should be able to guide you through the process.

Upon completion, one of our partners who’s criteria you match may return an online quotation, in other cases they may contact you straight away to discuss further.

About Us

Find Me Car Finance is a trading name of Sandhurst Associates Limited based in Manchester.

As well as car finance, we also offer the ability to search for motorbike finance and van finance, both used and new.

Our simple solution to use an online application form makes it easy to apply for car finance, and is optimised for mobile use so you can apply on the move

Find Me Car Finance logo

Find Me Car Finance is a trading site of Sandhurst Associates Limited (Sandhurst).

Sandhurst is registered as a limited company in England and Wales
with company number 06958589.

Registered Office: The Granary, 50 Barton Road,
Worsley, Greater Manchester, M28 2EB.

Sandhurst is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 723591.

It is also registered under the Data Protection Act 1998 under registration number Z2032925 and a member of the CFA and CSA.

CFA CSA
envelope

Support via email is available by clicking here.

Your vehicle may be repossessed if you do not keep up the repayments.

We work exclusively with a selected group of lenders and brokers to offer you a range of credit and loan products. We may receive commission from lenders or brokers for introducing you to them or when you complete your application with them.

You can request details of these commissions or fees, by emailing us. We will then provide you with the precise amount of the commission. Please note the broker we direct you to may not offer the cheapest loan that is available to meet your needs due to the panel of lenders they work with and/or have integrated with.

The guidance contained within this website is subject to the UK regulatory regime and is therefore targeted at consumers based in the UK only.

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