At Car Credit Expert by HMC, we aim to provide a friendly, fair and professional service. However, we recognise that things can occasionally go wrong.

When you raise a complaint, we will investigate it carefully, keep you informed and do our best to reach a fair outcome.

How to Contact Us

You can make a complaint using any of the following methods:

By email:
mail@carcreditexpert.co.uk

By telephone:
01895 814 814

By post:
Complaints Manager
Car Credit Expert by HMC
IHMC Ltd
265 Berkhampstead Road
Chesham
Bucks
HP5 3AS

Please provide:

• Your full name and contact details
• The vehicle registration, where relevant
• Your finance agreement or application reference
• A clear description of what happened
• Relevant dates and correspondence
• What you would like us to do to resolve the matter

You do not need to use any particular wording or form to make a complaint.

What Happens Next?

We will acknowledge your complaint promptly and investigate it fairly.

Where we can resolve the complaint within three business days, we may send you a summary resolution communication confirming the outcome.

For most regulated finance complaints, we aim to issue a written final response within eight weeks. Our final response will explain:

• The outcome of our investigation
• Whether your complaint has been accepted
• Any proposed resolution or redress
• The reasons for our decision
• Your right to refer the complaint to the Financial Ombudsman Service, where applicable

For most complaints, regulated firms have up to eight weeks to investigate and provide a final response.

Complaints About a Finance Provider

Car Credit Expert by HMC acts as a credit broker and not a lender.

Where your complaint relates primarily to the conduct, decision or administration of a finance provider, we may refer or forward the relevant details to that provider. We will explain when this happens and provide the lender’s contact details where appropriate.

You may also complain directly to the finance provider named on your agreement.

Financial Ombudsman Service

If you remain dissatisfied after receiving our final response, or we have not issued a final response within the applicable time limit, you may be entitled to refer your complaint to the Financial Ombudsman Service free of charge.

You will normally need to contact the Financial Ombudsman Service within six months of the date of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Website: financial-ombudsman.org.uk

Further contact options and accessibility services are available on the Financial Ombudsman Service website.

Motor-Finance Commission Complaints

Different or temporary rules may occasionally apply to certain historic motor-finance commission complaints.

Where your complaint concerns commission arrangements connected with a previous motor-finance agreement, we will handle it in accordance with the FCA rules applying at that time and keep you informed of any effect on the response timetable.

Current Financial Ombudsman guidance states that motor-finance commission complaints may be subject to specific complaint-handling arrangements. See our Commission Disclosure page for more about how commission works on our finance introductions.

Our Regulatory Details

Car Credit Expert is a trading style of IHMC Ltd.

IHMC Ltd is authorised and regulated by the Financial Conduct Authority for credit-broking activities.

FCA reference number: 767708
Company number: 10356024

We act as a credit broker and not a lender.