Complaints
Procedure.
Your concerns matter to us.
At Sharia Car Finance, we aim to provide customers with a professional, transparent and supportive service.
If something has gone wrong or you're unhappy with any aspect of our service, we want you to feel comfortable raising your concerns with us.
We take complaints seriously and aim to investigate them fairly, thoroughly and without unnecessary delay.
We're Here To Listen.
You do not need to use complicated language or follow a particular format to raise a complaint.
Tell us what happened, how it affected you and what you would like us to do to put things right.
How To Make A Complaint.
If you are unhappy with any aspect of our service, please let us know so we can investigate your concerns. You can make a complaint verbally or in writing.
Sharia Car Finance
complaints@shariacarfinance.co.uk
Telephone
Please provide as much relevant information as possible about your complaint.
Our Principal — ITC Compliance
For complaints relating to regulated consumer credit activities, you may also contact our Principal directly.
ITC Compliance Limited
3 Monarch Court
The Brooms, Emersons Green
Bristol
BS16 7FH
ITC Complaints Contact Details
Telephone
complaints@itccompliance.co.uk
ITC Compliance Limited is authorised and regulated by the Financial Conduct Authority (FRN 313486).
What Happens After You Complain?
We follow a structured complaints process to ensure concerns are considered fairly.
We Acknowledge Your Complaint
We aim to acknowledge your complaint within five working days and explain what happens next.
We Investigate Your Concerns
We review the circumstances of your complaint, consider relevant records and information, and may contact you if further details are needed.
We Explain The Outcome
We aim to provide a clear explanation of our findings, any proposed action and your options if you remain unhappy.
Clear Expectations. Defined Timescales.
Our aim is to resolve complaints as promptly as reasonably possible.
Our Acknowledgement Target
We aim to acknowledge your complaint within five working days. This is our proposed service standard, not a guarantee that the matter will be resolved within that period.
Final Response Timescale
For most financial services complaints, we aim to issue a final response within eight weeks. If we're unable to do so, we'll explain the position and your referral rights.
Different regulatory timescales may apply to certain complaint categories. Specific rules, including those relating to motor finance commission, will be followed where applicable.
The Financial Ombudsman Service.
An independent service that can consider eligible financial complaints.
If you're dissatisfied with our final response, or you haven't received a final response within the applicable timescale, you may be able to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is free for consumers to use. It considers eligible complaints independently.
You normally need to contact the Ombudsman within six months of the date of a valid final response letter. Exceptions may apply.
Exchange Tower
London
E14 9SR
What Information Should You Include?
Tell us what happened in your own words.
You don't need to provide a formal legal explanation or complete a complicated form.
Providing relevant information can help us understand your concerns and investigate your complaint.
Please avoid sending unnecessary sensitive documents by ordinary email. We can explain how to provide additional information securely if needed.
Information That May Help
- Your name and contact details
- A description of what happened
- Relevant dates or correspondence
- Any application or enquiry reference
- How the issue has affected you
- What you would like us to do
We're Here To Listen.
If you have concerns about our service, please get in touch. We want to understand the issue and help you access the appropriate complaints process.