Complaints

What is a complaint?

We define a complaint as any expression of dissatisfaction regarding our products or services. A complaint can be oral or written, and doesn’t need to be justified.

This includes dissatisfaction with services provided directly by Carmoola or by another authorised firm on our behalf.

How to let us know about a problem

If you’re unhappy about our service or your agreement, and wish to make a complaint, please get in touch using the details shown below. We will investigate fully and respond to you.

If you need to raise a complaint, please try to give us as much detail about your concerns and supply any evidence you feel supports your complaint, as that will help us to fully investigate and respond to your concerns more quickly.

Contact Details

You can call us any day between 8am-9pm on 020 3773 3901, or email us at complaints@carmoola.co.uk.

Alternatively you can use the form on our Contact Us page.

If you would like to make a complaint through social media, then you can do do so by direct messaging Carmoola’s account. In these cases, we may request your email address in order to respond to you properly.

If you’d like to write to us, our address is 1 Whittlebury Mews West, London, NW1 8HS.

What happens when you raise a complaint?

We’ll always do everything we can to solve your problem - with as much speed and as little fuss as possible. Please note that we may not be able to resolve your matter straight away.

Once you’ve raised your complaint, we’ll:

• acknowledge it promptly

• assign a dedicated complaint expert to review it

• carry out a thorough and impartial investigation

• keep you updated on the investigation’s progress, including a guaranteed update after 4 weeks.

• do everything we can to resolve things as quickly as possible

• give you a written response within 8 weeks of receiving your complaint, to either set out the results of our investigation or, if we can’t, explain why.

When will we contact you about your complaint?

Once you have made a complaint, you will next hear from us:

• if we discover we need more information from you;

• if we have an update to share on the progress of your complaint; or

• at the latest, 4 weeks from the date you submitted your complaint to provide you with an update.

We aim to keep you in the loop with our investigation so you don’t ever feel you need to contact us for an update. However, if you do feel you need an update or want to provide us with more information or evidence which will help us to respond to your concerns, please get in touch quoting your complaint reference number.

Refer your complaint to the Financial Ombudsman Service

Once we’ve issued a final complaint response letter, or if your complaint has been open for longer than 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS) if you’re unhappy with our resolution. This must be within 6 months of our final complaint response or you may lose the opportunity to ask the FOS to review your case.

The Financial Ombudsman Service offer an independent arbitration service for consumers.

You can contact them by calling 0800 023 4567, Monday to Friday 8am-5pm and Saturday 9am-1pm.

You can also find information about what to do before raising a complaint to them, and view the latest Ombudsman decisions.