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Legal / Compliance

Postal address

For all communications by post, please use our registered address on companies house - 111-113 High Street, Evesham, Worcestershire, United Kingdom, WR11 4XP

Complaints procedure

Providing an excellent customer service is what we are all about, and in most cases this is exactly what customers receive. However, just occasionally, customers may feel the need to demonstrate being dissatisfied and therefore cause to complain. If this happens, we will do everything we can to resolve the problem.
This can usually be best achieved by contacting us directly via phone or email. In most cases, we aim to respond to your complaint on the same day and typically, we endeavour to resolve your complaint within 3 working days. If we are unable to achieve this to your satisfaction, we will then follow our internal complaints procedure. In both instances, if you are not entirely satisfied with the decision, you may be entitled to refer it to the Financial Ombudsman Service (FOS) or the British Vehicle Rental and Leasing Association (BVRLA).
We may need to carry out further internal investigations; if these are required we will send you a notice of investigation, this letter will include:
* The person handling your complaint
* Our Firm Reference Number
* A timescale for when we will correspond further, which will be no more than 8 weeks from the receipt of your complaint; and
* A copy our complaint handling procedure.
In the unlikely event that our investigations require longer than 8 weeks, we will:
* Write to you to explain why we are not yet in a position to respond to your complaint
* Indicate when we will make further contact
* Notify you that you may refer the complaint to the Financial Ombudsman Service or the BVRLA
* Provide you with the website address of the Financial Ombudsman Service or BVRLA; and
* Enclose a copy of the Financial Ombudsman Service explanatory leaflet or details of the BVRLA's conciliation service.
Once our investigations are complete we will write to you with our response, this will be either a final response or an offer letter, depending upon the circumstances of your complaint.
A Final Response is where we:
* Believe we have fully addressed your complaint
* Notified you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response and that you must do so within 6 months (from the date of the final response);
* Provided you with the website address of the Financial Ombudsman Service or BVRLA; and
* Enclosed a copy of the Financial Ombudsman Service explanatory leaflet or details of the BVRLA's conciliation service.
An Offer Letter is where:
* We consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.
We will consider a complaint closed when:
* We have sent you a final response; or
* You have indicated in writing that you accept our offer or response

FCA Authorisation and Regulation
Details of our FCA Authorisation and Regulated status
Our Regulated Status
The Financial Conduct Authority is the independent watchdog that regulates financial services. Please use this information to decide if our services are right for you. All finance products we offer are optional.
Cotswold Select Autos Ltd is authorised and regulated by the Financial Conduct Authority for credit related regulated activities.
You can check the above information on the FCA Register by visiting the FCA's website at https://register.fca.org.uk or by contacting the FCA contact centre on 0800 111678 (freephone) or 0300 500 8082.
Consumer Credit Disclosure
Cotswold Select Autos Ltd are a Credit Broker and not Credit Lenders. We will submit a proposal to one of our independent finance providers. We do choose from a panel of lenders but do not conduct a market appraisal.
In the event that none of our lenders are unable to provide credit, we may refer you to a broker to attempt to source credit for you. Note, however, the available terms from this broker may well be inferior to lenders we initially introduced to you.
We offer a non-advised service. We cannot advise or provide any recommendation. We will provide you with sufficient information on the lender’s financial products, but it is for you to decide whether the finance product you choose is right for you. The decision as to whether to enter into any credit agreement on the terms offered is yours.
Commission Disclosure
We may receive a commission from the lenders we work with (either a fixed fee or a fixed percentage of the amount you borrow). The lenders we work with could pay commission at different rates. Some lenders may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. For your reassurance, the amount of commission we receive from a lender does not have an effect on the lender we introduce or the amount that you pay to that lender under your credit agreement.
If you are an individual, sole trader or small partnership and we are arranging a credit agreement or a consumer hire agreement for you which is regulated under the Consumer Credit Act 1974, you have a right to ask us to disclose the income that we will receive for arranging finance for you. If you would like us to disclose any potential commission prior to you entering into the agreement, please make your request to sales@cotswoldselectautos.co.uk.
Our commission arrangements with our lenders have been negotiated and agreed in advance and set by the Lender. We do not have any discretion to negotiate or adjust your interest rate, APR or any other item included in the total charge for credit. The interest rate and/or APR offered to you may vary according to the age of the vehicle you purchase and/or the amount you borrow.
Fees: We do not charge you a fee for any of the financial services WE provide. If choosing to purchase a vehicle through a third party broker directly, we charge an admin fee of £189 plus VAT
Consumer Credit Complaints
In the first instance, contact us directly by phone or email. We will follow our complaints procedure set out and make referrals where required.


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Representative Example [HP]

An OTR Cash Price of £7,995.00 with a deposit of £0.00 leaving an amount of credit of £7,995.00. The agreement is resulting a Representative 13.6% APR and a total amount payable of £10,869.00. Payments are based on a duration of agreement of 60 months, with a first monthly payment of £ 181.15, regular monthly payment of £181.15 and a final monthly payment of £181.15.

Contact Details

Cotswold Select Autos
The Flower Barn
Bretforton Road
Evesham
Worcestershire
WR117YH 07969 168 259

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