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Complaints Procedure

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If you are currently experiencing vehicle issues

Please contact our Aftersales Team on 03303 800 400 or e-mail us at aftersales@thecarloancentre.co.uk

We aim to resolve vehicle issues within 3 days, we use a network of approved garages and have a dedicated Aftersales Team to ensure mechanical issues are resolved. Our Aftersales Team will guide you through our process.

If you are experiencing issues related to your finance agreement

If you are experiencing issues with your finance agreement e.g. arranging the correct day of the month for payment of your monthly instalment or need to change a payment date, please contact customer services on 03303 800 400 or email us at customercare@thecarloancentre.co.uk

Our promise to you

Whether you are experiencing vehicle issues or finance issues we will seek to resolve matters:

  • Promptly, taking into account your needs
  • Be open and transparent with you
  • Keep you informed of progress
  • Continuously develop to improve our service

If you are still not happy

We understand that sometimes things can and do go wrong, if you are unhappy with the service you have received or any matter concerning your finance agreement, then you can make a formal complaint if you are still not happy.

How to make a formal complaint

You can make a formal complaint by telephone, post or email.

Write to:

Complaints Manager

The Asset Exchange Ltd

77 Wollaston Way

Burnt Mills Industrial Estate



SS13 1DJ

Email us at customercare@thecarloancentre.co.uk

Or call us on 03303 800 400

What information we'll need from you

Get a quick response to your complaint by including as much information as you can.

We'll need:

  • Your full name
  • Your full address or email address - so we can reply
  • Your daytime telephone number
  • Details of your complaint, including the name of the person you spoke to first
  • A clear, detailed description of what your complaint is about
  • Copies of any letters or emails related to the complaint

What happens next

When you've made your complaint, we will:

  • Send an email / letter to let you know that we’ve received it (as long as you’ve provided a valid email address). If a complaint is complicated, we may need to take some time to investigate so we’ll email you or phone you to let you know if there are any delays.
  • Investigate your complaint. If your complaint is upheld, we’ll offer an explanation and an apology. If it is appropriate, then we will take any actions needed to solve the problem fully.

We will aim to meet the following timetable when dealing with your complaint:

  • We will acknowledge receipt of your complaint within 5 days, so you can be sure it has been properly received. If we need further information or any evidence to resolve your complaint we will say so in this letter.
  • We will aim to issue our final response to your complaint within 8 weeks, though if your complaint is complex, we may require more time, we will inform you prior to the 8 weeks deadline. If you are still unhappy with our findings you can request the complaint to be looked at by a Company Director.

If you feel the complaint has still not been resolved you have the right to refer the matter to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London, E14 9SR. The ‘Final Response’ will be accompanied by a booklet explaining how to take your complaint further in this way. Please note that the Financial Ombudsman Service will only step in once we have had the opportunity to investigate matters fully.

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The Car Loan Centre is a trading style of The Asset Exchange Ltd. The Asset Exchange Ltd is authorised and regulated by the Financial Conduct Authority, firm reference 729827. Registered Address: The Car Loan Centre, 77 Wollaston Way, Burnt Mills Industrial Estate, Basildon, Essex, SS13 1DJ, registered company no: 08679485.

We are a lender, and not a broker, and operate with a flat interest rate for all customers. We pay our sales team a flat rate of commission for vehicles sold, and this does not affect the terms of your agreement, nor is it affected by your choice of vehicle or the terms of your finance. We may receive commission from other third parties as a fixed fee or fixed % of commission to us for introducing you to their services with your consent. If you elect to purchase one of these 3rd party products/services we may pay our sales person an additional commission for this, For example if you choose to take an extended warranty. If you would like a breakdown of all third parties who may pay us a commission in certain circumstances this can be provided on request.