Our complaints procedure

Had a bumpy ride with heycar? We're genuinely sorry to hear that – it's not what we're aiming for. If our site's not meeting your expectations or we've dropped the ball, please reach out so we can make things right.

What will happen when a complaint is made

We take complaints seriously. Just drop us a line using the information below, and we'll jump right in and send you a written response.

Got a finance-related issue we can't sort out within three business days? We'll pass it along to our main partner, Volkswagen Financial Services (UK) Limited, to get it sorted and report back to you.

Not pleased with how we've handled things? If you fit the Financial Conduct Authority's complaint criteria, you can reach out to the Financial Ombudsman Service once we've given 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.

Types of Complaints

Complaint about a car or a dealer

If your wheels are causing you grief, it's usually best to talk directly with your dealer. But if you need more support or your dealer's contact details, get in touch with us. 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're all about working with the best dealers, so we're constantly checking in and gathering customer feedback to ensure you have the best experience possible.

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 - 6pm, Monday to Friday; or
  • email at hey@cars.rac.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.