Log in

Complaints procedure

Making a complaint 

We endeavour to provide you with an excellent customer service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision you can make a complaint through any of the below channels:

What to expect from us? 

 

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution. 

 

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within 2 working days. Thereafter, we will investigate your complaint in order to reach a fair resolution. [Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.] 

 

We endeavour to issue you with a written final response within 8 weeks. 

 

What options do you have should you be dissatisfied with our final response? 

 

Should you be dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (‘FOS’). The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You are able to refer your complaint to the FOS on any of the below contact details:

•             Telephone: 0300 123 9123

•             Email: 

complaint.info@financial-ombudsman.org.uk

•             Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR

•             Complain Online:

 

https://www.financial-ombudsman.org.uk/contact-us/complain-online

 

 

It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication. 

You can find out more about the FOS by visiting


https://www.financial-ombudsman.org.uk/

   

 

 

Important stuff

© 2024 Pace Cloud Limited. All Rights Reserved.

Pace Cloud Limited (under Company Number 11397547, registered and incorporated in England and Wales) trades as CarCloud Community. Registered address: Grosvenor House, 11 St. Pauls Square, Birmingham, B31RB. Pace Cloud Limited are registered with the Information Commissioner’s Office - ICO (Reference ZA539573).

Pace Cloud Limited (FRN 841535) trading as CarCloud Community is an Appointed Representative of Consumer Credit Compliance Limited who are authorised and regulated by the Financial Conduct Authority (FRN 631736). The permissions of Consumer Credit Compliance Limited as a Principal firm allow Pace Cloud Limited to undertake Insurance Broking and Credit Broking. Pace Cloud Limited acts as a credit broker and not a lender, we will receive a fixed or variable fee commission for all completed agreements. You will not pay more as a result of our commission arrangements.

The car insurance journey is provided by Moneysupermarket.com Limited. Moneysupermarket.com Limited is an introducer appointed representative of Moneysupermarket.com Financial Group Limited, which is authorised and regulated by the Financial Conduct Authority (FCA FRN 303190). Pace Cloud Limited (FRN 841535) trading as CarCloud Community is an introducer appointed representative of Moneysupermarket.com Limited. Registered in England No. 03945937. Registered Office: Moneysupermarket House, St. David's Park, Exloe, CH5 3UZ.