Contact us

Mar 27, 2019

Whether you're looking for more information, have some feedback or need assistance, we're on hand to help.

Our phone lines are open every day, or you can choose to email.

  

BuyaCar, 31-32 Alfred Place
London, WC1E 7DP

BuyaCar call centre opening hours

Monday to Thursday 9am to 8pm
Friday & weekends 9am to 5pm

 

Complaints

Most customers will never have to read this far, but if something does go wrong, then we want to sort it out straight away.

Here we explain how we deal with complaints and what you can do if you think your complaint has not been resolved.

 

Tell us about your complaint

If you have a complaint or are unhappy about any aspect of our service then we would like to hear from you. You can contact us by telephone on 0800 050 2333, email (hello@buyacar.co.uk) or write to us at: Dennis Buyacar Ltd, 30-31 Alfred Place, London WC1E 7DP. 

We will review your reasons and contact you within two working days with an update or an answer. Although we resolve the majority of our complaints within a few days, we may take up to eight weeks to thoroughly investigate any finance-related complaints before issuing our response.  

 

What if I'm not happy with the outcome of my complaint?

If you’re unhappy with the outcome of your complaint and have any additional information, please contact us. We will investigate again, taking any new information into account.

Should you wish to take your complaint further after our investigations, you can ask the Financial Ombudsman Service to look into it for you. The Ombudsman does not govern issues such as customer service so they may not be able to assist in all queries.

You can contact the Ombudsman once our final response letter has been issued but you'll need to contact them within six months of our final response letter – and they'll ask to see the letter for details on our investigation.
The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly at: http://www.financial-ombudsman.org.uk

If the matter relates to customer service or a vehicle issue, the Financial Ombudsman Service will not be able to help. Please contact us for assistance.

 

Who else can I contact?

Buyacar is also a member of the British Vehicle Rental & Leasing Association. We are bound by their code of conduct, and you have access to their conciliation service.

In some circumstances, you may be able to refer the matter to the BVRLA. As an approved Consumer alternative dispute resolution (ADR) body, they will independently review the matter and report their findings. More information about the conciliation service can be found on the BVRLA's website. Using the BVRLA's conciliation service does not in any way affect your right to refer the matter to the Financial Ombudsman Service if you are eligible.

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