Our Commitment To You

At Carsa Limited each customer is important to us and we believe you have the right to a fair, swift and courteous service at all times.

Please address any comments or complaints to customercare@carsa.co.uk or post to:

Customer Care, Carsa Limited, Unit 7 Barton Park Industrial Estate, Chickenhall Lane, Eastleigh, Southampton, SO50 6RR

A member of our Customer Service team will follow the guidelines below. We will deal with all complaints promptly and professionally.

We will acknowledge your complaint within two working days of receipt.
We will investigate your complaint and endeavour to send a final response to you within 1 working week. If we are unable to do so, we will send you a status update.
We will endeavour to send a final response to you within two working weeks of receiving the complaint. If we are unable to so, we will write to you explaining why and provide a revised estimate for the final response

4) If more than 2 working weeks from the date of your complaint have passed and you haven't received a final response, or you are dissatisfied with the final response you have received, you can write to:

Customer Care, Carsa Limited, Unit 7 Barton Park Industrial Estate, Chickenhall Lane, Eastleigh, Southampton, SO50 6RR

If your complaint relates to a regulated finance or insurance product, and if more than 8 working weeks from the date of your complaint have passed, and you have not received a final response, or if you are dissatisfied with the final response you have received, you can write to:

Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR

InsureThat: It is our intention to provide a high level of service at all times. However, if you have reason to make a complaint about our service (in relation to Insurance Products) you should contact Nukula Limited T/A InsureThat at Sterling House, Sitka Drive, Shrewsbury Business Park, Shrewsbury, SY2 6LG. If we are unable to resolve your complaint satisfactorily, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Further information is available by calling the FOS on 0845 080 1800 or at http://www.financialombudsman.org.uk

Regulated (Finance) Complaints Procedure

At Carsa Limited, we are committed to providing excellent customer service. If you are unhappy with any aspect of our service, please let us know, and we will do our best to resolve the issue as quickly and fairly as possible.

How to Make a Complaint

You can raise a complaint in several ways:

By Phone: Call us directly, and we’ll be happy to assist. 0345 1839146

By Email: Send your complaint to customercare@carsa.co.uk and we will respond promptly.

In Writing: Mail your complaint to 258 Bridge Road Lower Swanwick Southampton SO31 7FL

In Person: Visit our dealerships

What Happens Next?

Acknowledgment (within 5 business days):

We will acknowledge your complaint in writing within five business days of receipt, confirming that we are looking into the matter.

Quick Resolution (within 3 business days):

Most complaints can be resolved within three business days. If resolved within this timeframe, you will receive a Summary Resolution Communication via letter or email, detailing the resolution and informing you of your right to refer the complaint to the Financial Ombudsman Service if needed.

Ongoing Investigation (if not resolved within 3 business days):

If we are unable to resolve your complaint quickly, you will receive a Holding Letter within five business days, explaining that your complaint is still being investigated. We will update you on our progress every two weeks.

Final Response (within 8 weeks):

We aim to provide a Final Response within eight weeks of receiving your complaint. This will detail the outcome of our investigation, including any remedial action or redress (if applicable).

If We Cannot Resolve the Complaint Within 8 Weeks:

In some cases, we may need more than eight weeks to resolve your complaint. If this happens, we will send you a letter explaining the reason for the delay and giving an expected timeframe for resolution.

At this point, you have the right to refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay. We will provide you with information on how to do this, including their contact details and an explanatory leaflet.

What If You Are Not Satisfied?

If you are not happy with our Final Response or if your complaint has not been resolved within eight weeks, you can refer your complaint to the Financial Ombudsman Service. You must do this within six months of the date of our Final Response.

Contact details for the Financial Ombudsman Service:

Phone: 0800 023 4567 (free from UK landlines)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Our Commitment:

We treat every complaint with the utmost seriousness and use your feedback to continually improve our services. We will always keep you informed throughout the complaint process, ensuring your concerns are addressed promptly, fairly, and transparently.