Contact us
The best way to contact us is to call or email us and we will try to resolve your complaint within 3 working days.
If you need this information in a different format, or would like help making your complaint, please let us know.
When and how you will hear from us
Within 3 working days
If we can resolve your complaint within 3 working days, we will send you written confirmation of this in the form of a summary resolution letter. If we can't, we will send you a written acknowledgement so that you know we are investigating your concerns.
During our investigation
We will undertake a full investigation to enable us to make an informed assessment of your complaint. We will keep you updated on our progress and contact you if we need further information regarding the issues you have raised.
Within 8 weeks
We will send you a final response within 8 weeks (unless your complaint relates to commission arrangements, see below), although we aim to resolve your complaint well before this time.
Our final response will:
- Let you know the outcome of the investigation
- If appropriate, advise you of what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain why
If we decide that you are not an eligible complainant, we will advise you of this promptly. This may be because your complaint is time barred, which means the event happened more than 6 years ago, or it is more than 3 years since you should reasonably have been aware you had cause for complaint. There may be times where we need to refer part or all of a complaint to a third party. Where this happens, we will aim to do so within 5 working days, obtaining your consent to do so, and providing contact details of the third party.
Complaints about car finance commission
The FCA has introduced a Motor Finance Consumer Redress Scheme for some customers who took out motor finance between 6 April 2007 and 1 November 2024, where the commission paid to the broker or dealer was not properly explained.
The scheme is run by lenders. If you think you may be affected, you can contact the lender that provided your finance directly. You do not need to use a claims management company or a solicitor, and it is free to complain.
If you have a complaint about commission on finance arranged by Torque, contact us using the details above. We will acknowledge it promptly, handle it in line with the FCA's rules, and where the matter needs to be dealt with by your lender, we will tell you and give you their contact details.
You can find out more about the scheme at fca.org.uk/car-finance-complaints.
Referring your complaint
The Financial Ombudsman Service
After our investigation, if you are still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service (FOS). They provide a free, independent service to help resolve complaints.
If you decide to refer your complaint after we have issued our final response, you should normally do so within 6 months of the date on our final response letter. You can also refer your complaint if we have not sent you a final response within 8 weeks. Our final response letter will explain the time limits that apply to your complaint and how to contact the Financial Ombudsman Service.
All records will be kept for a period of six years.