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Complaints and Customer Care

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Our commitment to you

At Wheelie Good Finance every one of our customers is important to us, and we believe that you have the right to a fair swift and courteous service at all times. We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

one

Should you wish to raise a formal complaint you may do so by emailing our complaints team, [email protected]. We will acknowledge your complaint within 5 working days from receipt of the complaint

two

Should a resolution be reached within 3 days of receipt of your complaint and you have confirmed you are happy with the outcome, we will send you a summary response letter, outlining details of our investigations and findings as well as the outcome. This letter is our final response but will include how to escalate your complaint should you be dissatisfied with our decision. The summary response will include the FOS leaflet and website details.

three

We will investigate your complaint and endeavour to have your final response sent within four weeks of your initial complaint. However, if we are unable to meet this timeframe for sending you a final response, we will send you an update

four

We will endeavour to send a final response to you within eight weeks of receipt of your initial complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why, and when you can expect a final response.

five

If more than eight weeks from the date of your complaint has passed and you have not received a final response, or you are dissatisfied with the final response you have received, at any stage in the process, you have the right to refer your complaint to the Financial Ombudsman Scheme free of charge.

Address: Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR

Website: www.financial-ombudsman.org.uk Email: [email protected]

Phone: 0800 023 4567

Note: You must refer your complaint to the Financial Ombudsman within 6 months of the date of your Final response.

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23 Hinton Road
Bournemouth
BH2 1EF

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Wheelie Good Finance is a trading name of Good Choice Money Limited. Registered office: 23 Hinton Road, Bournemouth, BH2 1EF. Registered in England. (Registration Number 13480751). Wheelie Good Finance is registered with the ICO (Registration Number ZB110930).

Finance is subject to status and is only available to UK residents aged 21 and over. Written quotations are available on request.

This site uses cookies so that we can provide you with the best user experience. By continuing to use the site you are consenting for cookies to be used. Further information on cookies and how you can disable them is available on our cookie policy.

Good Choice Money Limited, trading as Wheelie Good Finance (FRN 958419) is an Appointed Representative of Consumer Credit Compliance Limited who are authorised and regulated by the Financial Conduct Authority (FRN 631736).

The permissions of Consumer Credit Compliance Limited as a Principal firm allow Good Choice Money Limited T/A Wheelie Good Finance to undertake Insurance Broking & Credit Broking. 

Good Choice Money Limited T/A Wheelie Good Finance act as a credit broker not a lender. Via our panel of lenders we may be paid a fee based on the total amount of credit provided, calculated as a percentage of the balance financed or a fixed fee for completed agreements. You will not pay more as a result of our commission arrangements.

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