GB Car Finance - Customer Care

What can you expect from us


When you visit our website:

We will keep the information on our website up to date and we will make changes where it is found that it does not accurately reflect our business practices or where it does not comply with advertising rules.

When you apply for car finance through us:

To make it easy for you to tell us that you are interested in obtaining car finance through us, you can complete a simple application form on our website. You can do this any time of the day or night.

Alternatively you can contact us directly during office hours by calling 0330 058 3293.

If I apply online does this mean that I am committed to a finance agreement or buying a car?

Absolutely not, in fact until you have signed a loan agreement you are under no obligation whatsoever to proceed. This means that you can ask us to cancel your application at any time without giving us a reason.

What happens after I have applied online?

We will contact you by telephone (during office hours) to discuss your application. Our call centre staff are friendly and well trained, they will only ask you questions that will help them to get you approved for your loan. If you are busy and we cannot contact you then we will send you an email or SMS to let you know that we have tried to get in touch. If this happens, when you have a few minutes call us back and we will get your application under way. If you would prefer to complete the full application yourself, this option will be made available to you online.

Can I ask questions?

Certainly, we would encourage you to ask us any questions you have. We want you to be fully informed. You will find that our staff are very knowledgeable and will answer all your questions.

Making a complaint:

If you wish to make a complaint you may do so during office hours by calling 0330 058 3293, or any time by emailing [email protected]

How will we handle your complaint:

Your complaint will be handled by a manager with the appropriate level of authority to make a decision about the complaint. We will acknowledge receipt of your complaint within 72 hours. Unless your complaint is particularly complicated we will issue our final written response to you within 14 days.

We will handle your complaint reasonably and objectively taking into consideration all of the relevant evidence and information available to us. Where we agree with your complaint we will suggest an appropriate course of action to resolve the dispute. In the event that we reject your complaint we will inform you of the basis of our decision in the response that we send to you.

Financial Ombudsman Service (FOS):

The Financial Ombudsman Service will arbitrate on any unresolved dispute between you and us. You must have first given us the opportunity to resolve the dispute before contacting the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by writing to them at Exchange Tower, London E14 9SR or by telephone on 0800 023 4567. Details are also available on their website, www.financial-ombudsman.org.uk.