Complaints Procedure

We're committed to providing you with a first class service but we recognise that there may be occasions when we don't get it right first time. When that happens we encourage you to tell us about it so that we can correct the matter. We'll always try to resolve any complaint we receive speedily and at the earliest possible stage.

How to complain

We recommend that if you have access to the Internet that you log on to Cardata Interactive as many customer queries can be answered by looking at our Help & Advice pages found there and/or by looking at your advert and the number of potential buyers that have received your vehicle details. If having done this you still feel there is a problem, please tell us about your concerns in one of the following ways:

By telephone - Contact our Customer Services Dept on 0870 444 6161, they are open from 9am to 5pm Mon to Fri. If the lines are busy you will be invited to leave a message or to hold for the next available operator. All messages will be returned the same day providing you include your name, reference number and the telephone number to contact you on. Messages that do not include this information can not be returned.

By email - Send your email to customerservices@cardata.co.uk your email must include your name, reference number and telephone number to contact you on for us to be able to deal with it.

Cardata Interactive Website - Complete the "Comments Form" that you will find in the "Actions" box once you have logged in.

Response time

STEP 1 - We aim to solve your concern straight away. However, if we have not been able to resolve your complaint immediately it will be passed to a higher level (Step 2) within the Customer Services Dept, we will advise you of who will be dealing with your complaint, what we are doing to resolve it and when we will contact you again.

STEP 2 - In most cases complaints are dealt with within 1 week. If however, your complaint is particularly complex it may take longer to resolve, we will contact you and give our reasons for the delay and an indication of when we expect to provide a resolution.

If you remain unhappy having received a Step 2 response

In the unlikely event that the problem hasn't been solved by 'STEP 2', you can write to the Customer Relation Manager providing full details of your complaint and why you feel the problem has not been solved. The Customer Relations Manager will review your file, fully investigate your complaint and will aim to send you our final decision in writing within two weeks.

Customer Relations Manager
Cardata Customer Relations
100 High Street
Southgate
London
N14 6AB.

The Customer Relations Manager is unable to respond by phone and should a matter be addressed to Customer Relations without having been through Step 1 and 2 it will be passed to Customer Services to be dealt with, this may therefore cause a delay in being able to resolve your complaint so please ensure that you have followed the steps as shown above.