Complaints
Oodle are passionate about providing the highest quality products and service to our customers, but we know sometimes things can go wrong. If that happens, we want to know about it so we can put things right as soon as possible. Below we’ve explained how to make a complaint and the timescales involved so you know what to expect whilst we’reinvestigating and resolving your complaint.
How to make a complaint
If you’re unhappy about something, you can get in touch in a way that suits you.
Completing our complaints forms is easy and will help us gather of the information we need to start look into your complaint as quickly as possible. There are two complaint forms:
Vehicle complaints
Click here to make a complaint about your vehicle.
Service complaints
Click here to make a complaint about the service you have received from Oodle
Our complaints procedure
We’re sorry we didn’t get things quite right for you. Here are the steps we’ll take to try and put things right.
When we receive your complaint
Once we’ve received your complaint, we want to resolve it as soon as possible. If we’re able to do this within three business days and to your satisfaction, we’ll send you written confirmation of the outcome and details of the Financial Ombudsman Service referral process.
If we can’t resolve it within the above timescale or need to look into your complaint in more detail the below timescales will be followed.
By day 5
We’ll acknowledge your complaint within five working days of your complaint being received.
By day 28 (Four Weeks)
If we’ve been unable to provide a full response to your complaint, we’ll write to you again to confirm our investigations remain on-going.
By day 56 (Eight Weeks)
If we’re not able to provide you with our final response at this point, we’ll write to you to confirm this and provide details on how to refer your complaint to the Financial Ombudsman Service.
Final response
When we send our final response to you, it will set out how we investigated your complaint, our decision, and any actions we have taken or plan to take, based on your individual circumstances.
If you're not happy with our final decision
You’ve six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free independent and impartial intermediary body that investigates complaints between individual customers and companies when they’re not able to resolve the complaint between them
How to get in touch with the Financial Ombudsman Service:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaints.info@financial-ombudsman.org.uk
Call: 0800 023 4567 or 0300 123 9123.
Website: www.financial-ombudsman.org.uk
Consumer leaflet: https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf
If you would like a paper copy of this leaflet please let us know.
Using a claims management company or law firm
Claims management companies and law firms can act as intermediaries between customers and companies, meaning they contact Oodle about your complaint on your behalf. They often charge a fee for this service. We wanted to you let you know that when you contact us directly, we assess your complaint in exactly the same way as we assess complaints sent in by a claims management company or law firm. The only difference is you won't have to pay a fee if you do receive compensation.
Complaints Data
Every 6 months both the Financial Conduct Authority and the Financial Ombudsman publish complaints data about individual financial businesses. You can find a summary of our latest complaints data here: https://www.oodlecarfinance.com/use-of-complaint-data