Complaints Procedure

Regulatory Status H Specialist Cars Ltd (Company Number 12518523) is authorised and regulated by the Financial Conduct Authority (FCA) under Firm Reference Number 957547. Registered Address: Ground Floor, 8 Stonefield Way, Ruislip, HA4 0JA, United Kingdom. This policy explains how we handle complaints in relation to vehicle sales and FCA-regulated credit broking activities, in line with FCA DISP rules, UK consumer legislation, and motor finance industry standards adopted by leading lenders. Important Information for Finance Customers & Lenders Credit Broking Role (Lender-Aligned Explanation) Where a vehicle is purchased using finance, H Specialist Cars Limited acts solely as a credit broker and not as a lender. Any finance agreement is a separate contract between the customer and the finance provider. We do not set lending criteria, approve applications, or determine the terms of finance. Complaints relating specifically to the finance agreement, including interest rates, affordability assessments, credit decisions, or agreement administration, will normally be handled by the finance provider. We will, however, provide reasonable assistance to customers and lenders to support resolution. 1. What Is a Complaint? A complaint is any expression of dissatisfaction relating to the sale or supply of a vehicle, our service, or our FCA-regulated credit broking activities. 2. How to Make a Complaint Complaints can be made using any of the following methods: 1 Email: complaints@h-sc.uk 2 Post: H Specialist Cars Ltd, Ground Floor, 8 Stonefield Way, Ruislip, HA4 0JA, UK 3 In person: At our premises during normal business hours. Please provide sufficient information to enable us to investigate, including your name, contact details, vehicle registration number, and a description of the issue. 3. FCA Complaints Handling (DISP) We will acknowledge complaints promptly and aim to resolve them as quickly as possible. A final response will be issued within eight weeks of receipt, in accordance with FCA Dispute Resolution (DISP) requirements. 4. Vehicle-Related Complaints Complaints relating to vehicle quality or description will be assessed in line with the Consumer Rights Act 2015. This policy does not affect your statutory rights. 5. Distance & Off-Premises Sales Where applicable, rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 will be explained at the point of sale. 6. Referral to the Financial Ombudsman SIf you are dissatisfied with our final response, or if eight weeks have elapsed, you may refer your complaint to the Financial Ombudsman Service within six months. Financial Ombudsman Service www.financial-ombudsman.org.uk 0800 023 4567 Exchange Tower, London, E14 9SR 7. Industry Standards Our approach to complaint handling reflects the principles of fairness, transparency, and proportionality commonly applied by leading UK motor finance providers and the Motor Ombudsman. 8. Records & Review Complaints are recorded, monitored, and reviewed to ensure ongoing compliance and service improvement.