Complaints Handling Procedure

Complaints Handling Procedure

Steve Lane Cars is authorised and regulated by the Financial Conduct Authority, firm reference number 678928

Steve Lane Cars strive to achieve a very high standard of service to each and every customer. We aim to ensure all complaints are resolved as quickly and effciently as possible to the complete satisfaction of our customers in line with the Financial Conduct Authority's (FCA) principle of Treating Customers Fairly (TCF).

The following procedure explains how any complaint will be dealt with and what you are able to do in the event that you feel your complaint has not been resolved to your complete satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing, we will aim to resolve your complaint as quickly as possible.

To help us investigate and resolve your complaint without delay, in the first instance, provide the following information.

  • Your full name and contact details
  • The full detail of your complaint
  • The agreement number or reference
  • What we can do to put things right
  • Copies of all relevant paperwork and correspondence

Upon receiving this information we will do out utmost to resolve your complaint immediately. However, sometimes this may not always be possible. In the unlikely event that we are not able to resolve your complaint immediately we will keep you informed of our progress and provide a final response in writing to include all findings and any action we are taking to resolve matters.

If you are regulated consumer finance and are not satisfied with out final response, you may be eligible to refer the matter to the Finanical Ombudsman Service and must do so within six months of our final response.

To register a complaint contact us by either:


Telephone: 01564 822209

or write to us at: Steve Lane Cars, 1 Lowbrook Lane, Tidbury Green, Solihull B90 1QR