Our complaints procedure

If you've had a less-than-ideal experience with heycar, we're sorry to hear it – that's literally the opposite of what we're here for. Please let us know if you’re not happy with our site or if we’ve made a mistake so that we can try to put things right.

What will happen when a complaint is made

We take all complaints very seriously. You can make one by contacting us using the details set out below. We will investigate your complaint straight away and will provide a written response.

If your complaint relates to finance and we cannot resolve it within three business days, we will refer your complaint to our principal firm, Volkswagen Financial Services (UK) Limited, to complete and communicate the outcome of the investigation to you.

If for any reason you’re not happy with how we’ve handled your complaint and you are an eligible complainant as defined by the Financial Conduct Authority, you can contact the Financial Ombudsman Service once you’ve received our final response to your complaint. The Financial Ombudsman Service is an independent organisation that helps to resolve complaints. You can contact them online at financial-ombudsman.org.uk, by phone at 0800 023 4567, or by post at Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.

You may also be able to use the European Commission’s online dispute resolution platform. You can get more information and access this at ec.europa.eu/odr.

Types of Complaints

Complaint about a car or a dealer

It's usually best to speak directly with your dealer about any issues with your car. But if you need more help or even just the dealer's contact details, please contact our customer team by live chat. If you've had a bad experience with a dealer, please contact us using the details set above and we'll look into it for you. We only want to work with the best dealers we can find, so we regularly collect customer feedback and stay in touch with our dealers to ensure we're giving you the best possible experience.

Complaint regarding the content of a user submission or personal data

At heycar, we value transparency and your privacy and have dedicated a whole page to this topic. Our privacy page has everything you need to know about your rights, options and how to make complaints relating to your data and privacy or the content of any user submission.

Contacting us

If your complaint does not relate to privacy, you can drop us a line to tell us what's gone wrong by:

• call our sales team on 020 3936 1257 from 9am - 5pm, Monday to Friday; or
• email at hey@heycar.co.uk

To help us deal swiftly with your complaint, please include your name, address, phone number, email address, the details of your complaint, and how you would like us to resolve the situation. This will help us to look into it and get back to you as quickly as possible.