01543 212 783 1A Grove Business Park, North Street, Cannock, Staffordshire, WS11 0AZ

Finance FAQ’s

Complaint Handling procedure

Our aim is to provide you with an excellent customer service, if we fail to meet your expectations, we will try to put things right as quickly as possible.

If you have a complaint :
The Financial conduct authority define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.

You can notify us of your complaint through the following channels:
In writing:
Nisbett and Kandpal Solutions LLP t/a Eco Car Store, 1a Grove Business park, Cannock, WS11 0AX

Email: sales@theecocarstore.co.uk

Telephone: 01543 212783

What happens if we cannot resolve your complaint straight away:
If we are unable to resolve your complaint straight away, we may need to carry out further investigation, once received your complaint will be investigated and dealt with in the following way:

By day 7: we will try to provide you with a full reply, if this is not possible, we will confirm who will be looking into your complaint.
By day 28: we will endeavor to investigate your complaint and provide a full response to you at this stage. However, if for any reason we are unable to provide a full response by this time, we will contact you and provide you with an update of the current situation.
By day 56: in the unlikely event that your complaint has not been resolved by this stage, we will write to you with a final response.

If you cannot settle your complaint with us, you may be entitled to refer it to the financial ombudsman service. (https://wwwfinancial-ombudsman.org.uk?)



The Financial Conduct Authority (FCA)

The FCA is an independent body who regulates the financial services we provide to our customers. The details below are designed to clarify and give confidence to customers about the limited number of financial products we offer.

Products we offer
We work with a limited number of lenders and will introduce customers to them where appropriate. They offer finance packages enabling customer to spread the cost of a vehicle purchase over a number of months and years. We can if requested provide a full list of lenders.

What will you pay for our services?

We charge you nothing for our services. We may receive remuneration from a lender if you proceed and take a finance product from them for the purchase of a vehicle. If you wish to know what the lender will pay us as either a fee or commission at any time in the sales process where a finance package is being considered.

Please ask a member of the sales team and they will disclose the amount we will be paid.
Who regulates us?
is authorised and regulated by the Financial Conduct Authority,
Our permitted business is to act as a broker for consumer finance, not a lender.
You can check this on the FCA register by visiting the FCA
website www.fca.org.uk/register or by contacting the FCA on 08700 111 6768 or 0300 500 8082

Nisbett and Kandpal Solutions LLP t/a Eco Car Store is a Limited Liability Partnership.
Registered Office address : 1a Grove Business Park, Cannock, WS110AZ

What to do if you have a compliant
If you wish to register a complaint. Please contact us as follows
By email: sales@theecocarstore.co.uk
In writing: Nisbett and Kandpal Solutions LLP t/a Eco Car Store

If you cannot settle your complaint with us, you may be entitled to refer it to the
Financial Ombudsman Service. ( https://www.financial-ombudsman.org.uk/)

A copy of our complaints policy is available upon request.
Example Financial Disclosure Statements (add to footer of dealer website)

Nisbett and Kandpal Solutions LLP t/a Eco Car Store is authorised and regulated by the
Financial Conduct Authority for consumer credit activities and our registration number is 940565. We are a credit broker not a lender. We may be remunerated for arranging finance for you, this may be based on either a fixed amount relating to the vehicle you are financing, a percentage of the amount you borrow or a combination of both.
All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required.