Complaints handling policy

V1.0.23

1. Introduction

carfinanceclaim.co.uk is a trading style of RFLCS Ltd, incorporated in England & Wales (Company No: 11854719). RFLCS Ltd is authorised and regulated by the Financial Conduct Authority (FRN: 978092) in respect of regulated claims management activities and registered with the Information Commissioner’s Office (No: ZA840691).

We act solely as an introducer and do not provide claims management or legal services, handle claims directly, or charge you for our service.

This policy explains how you can make a complaint about our introduction service. If your complaint relates to the handling of your claim, you should raise this with the claims management company managing your case.

2. Definition of a Complaint

The Financial Conduct Authority (FCA) defines a complaint as:

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a customer or potential customer, about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

In practice, this means any expression of dissatisfaction about our introduction service, communication, or administrative processes.

3. How to Submit a Complaint

You can make a complaint to us using the following details:

• Telephone: 01172 901 901
• Email: info@rflcs.co.uk
• Post: RFLCS Ltd, Holly House, 21d Chudleigh Road, Alphington, Exeter, EX2 8TS

When submitting a complaint, please include:

1. Your name
2. A description of why you are dissatisfied
3. What you would like us to do to put things right
4. A phone number and/or email address so we can contact you

4. What Happens After You Complain

If Resolved Within 3 Business Days

If we are able to resolve your complaint within three business days, we will confirm this in writing and provide a summary resolution communication.

If Not Resolved Within 3 Business Days

• We will acknowledge your complaint in writing within 5 business days.
• A complaint handler will investigate the matter.
• Within 8 weeks, we will send you either:
  • A final response, setting out our findings, any remedial action, and your right to escalate to the Financial Ombudsman Service (FOS), or
  • An update explaining why we are not yet able to provide a final response, when you can expect it, and confirmation that you may refer your complaint to the Ombudsman if dissatisfied with the delay.

Our final response will:

• Accept the complaint and, where appropriate, offer redress or remedial action; or
• Offer redress/remedial action without accepting the complaint; or
• Reject the complaint and explain our reasons.

5. Escalation to the Claims Management Ombudsman

If you are not satisfied with our final response, or if we have not provided one within 8 weeks, you may refer your complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service).

• Email: complaint.info@financial-ombudsman.org.uk
• Telephone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Online: Submit a complaint

This service is free of charge. You must refer your complaint within 6 months of receiving our final response.

We will also provide you with a copy of the Ombudsman’s official leaflet when we issue our final response.

6. Complaint Monitoring

We regularly review complaints about our introducer service to:

• Identify recurring or systemic issues
• Assess root causes and prevent similar complaints in the future
• Ensure good customer outcomes in line with FCA Principle 12 (Consumer Duty)

Where we identify potential customer detriment, we may take proactive steps to offer redress, even to customers who have not complained.

7. Complaints Reporting

As an FCA-regulated firm, we are required to report annually to the FCA on our complaints handling. This reporting does not include personal data but provides insight into complaint volumes, themes, and any redress provided.

8. Data Retention

We retain complaints data for a minimum of six years, in line with UK Data Protection laws and the Limitation Act 1980.

9. Version Control & Governance

Date	Version	Comments	Author
Aug 2025	1.1	Initial publication	Compliance Team
March 2026	1.2	Update Partners	Compliance Team

Any matters requiring escalation under this policy will be referred by the Policy Owner to the Board of Directors.