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Monday to Friday 8am to 8pm, Saturday 10am to 4pm

What is your complaints handling procedure?

We always endeavour to provide the best possible service. If you have had a bad experience, help us improve by following the complaint process below:

In the first instance please phone us on 0208 500 0426 to explain your concerns. We will take detailed notes of the conversation and look into the matter on your behalf. Please note that calls may be recorded and/or monitored for training and quality purposes.

Alternatively, please submit as much information as possible regarding your complaint in writing to: Complaints Officer, KAR 7 Limited, Burney House Office 4, 11-17 Fowler Road, Hainault Business Park, Ilford, Essex, IG6 3UJ

We aim to resolve all complaints satisfactorily within 15 working days of receipt, although please note that where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

If we are unable to resolve your complaint by the end of the next working day following receipt, we will write to you (typically via email) within 5 working days of receipt and inform you who is dealing with it.

We will review all necessary documentation and information to enable us to carry out a thorough investigation of your complaint. Most of our customers concerns can be resolved quickly but occasionally more detailed enquiries are needed. In some instances we may need you to provide us with further information.

Once we have investigated your concerns, we will provide you with a written response to confirm our findings and the proposed resolution. Within 15 working days of receipt of your complaint we will provide you with a full written response. However, if we are unable to complete our investigation within 15 working days we will provide you with an update at that time.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we are unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.

Naturally, we always want to resolve any concerns you raise with us internally. However, if you are not happy with our final response, or 8 weeks have elapsed since you raised your complaint with and you are not happy with the progress made, you can refer your complaint to The Financial Ombudsman Service: Exchange Tower, London, E14 9SR. You must approach the FOS within six months of our final response to your complaint.