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Our complaints process

We’re really sorry you’ve had a bad experience. We try to go the extra mile with our service, but sometimes things go wrong. Get in touch using the details below, and we’ll make things right as quickly as possible. 

Thank you for taking the time to reach out – we know it’s a pain, and we’re grateful that you’re helping us improve our service.

How to complain

Complain about a vehicle or dealer

If you’re having an issue with a vehicle, it’s best to talk to the dealer who sold it to you. If you need your dealer’s contact details or more support, give us a call. 

If you’ve had a bad experience with a dealer, please let us know. We’ll look into it and try to make things right. We take complaints very seriously, and work hard to give you the best service possible.

Complain about data or privacy issue

We know how important your privacy is. Find out everything you need to know about your rights, options and how your data is used in heycar’s Privacy Policy.  This will also tell you how to make complaints about your data, privacy, or the content of any user submission. 

Complain about financing

If you’re having a problem with anything to do with finance, please get in touch. If we can't sort it within three business days, we'll pass it over to our main partner, Volkswagen Financial Services (UK) Limited. They’ll get it sorted and report back to you. 

Complain about an RAC product or service

If you’ve got a question or need help with an RAC product or service, please visit the RAC Contact us page. You’ll find contact options for every service, from breakdown cover to insurance.  

Contacting us

  • Give us a call on 020 3936 1257 from 9am to 6pm, Monday to Friday
  • Email hey@cars.rac.co.uk 

Please include your name, address, phone number, email address, details of your complaint and what you’d like to be done about it. This helps us get things sorted out as quickly as possible. 

Financial Ombudsman Service

If you’re not happy with how we’ve handled things, you might be able to pass your complaint on to the Financial Ombudsman Service. This is an independent company that helps to resolve tricky issues. You’ll need to fit their complaint criteria and wait till you’ve had our final response.

Here are their contact details:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone: 0300 123 9123

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

Make sure you contact them within six months of our final response. 

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RAC Cars is a trading name of RAC Motoring Services (Registered No 01424399). Registered in England; Registered Offices: RAC House, Brockhurst Crescent, Walsall WS5 4AW. RAC Cars is operated by heycar which is the trading name of Mobility Trader UK Limited which is a credit broker not a lender, and can be contacted at 5 New Street Square, London, United Kingdom EC4A 3TW. heycar can introduce you to a limited number of lenders to finance your car purchase and may receive a fee from retailers and lenders for introducing customers. These fees do not influence the amount you pay.
RAC Breakdown Cover arranged and administered by RAC Financial Services Limited (Registered No 05171817) and provided by RAC Motoring Services (Registered No 01424399) and/or RAC Insurance Ltd (Registered No 2355834). Registered in England and Wales; Registered Offices: RAC House, Brockhurst Crescent, Walsall WS5 4AW. RAC Motoring Services and RAC Financial Services Limited are authorised and regulated by the Financial Conduct Authority. RAC Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.