Regulatory
Complaints procedure
How to raise a concern, and exactly what happens once you do.
London Short Term Cars is a trading style of Cocoon Vehicles Limited (company number 06113683), authorised and regulated by the Financial Conduct Authority under reference 711074. We aim to get things right first time; when we don't, this is how to raise it and what happens next.
How to make a complaint
- Email hello@londonshorttermcars.co.uk with "Complaint" in the subject line
- Call 0207 183 0340 during office hours
- Write to us at 3rd Floor, 36 Langham Street, London W1W 7AP
Please include your agreement or vehicle reference if you have one, and as much detail as you can about what happened and what outcome you're looking for.
What happens next
- Acknowledgement
- Within 5 working days of receipt.
- Investigation
- A person not involved in the original matter reviews it.
- Final response
- Within 8 weeks, in writing, setting out our findings and any remedy.
- If you're not satisfied
- You may be entitled to refer the matter to the Financial Ombudsman Service, free of charge, within 6 months of our final response.
Financial Ombudsman Service
If we can't resolve things to your satisfaction, or 8 weeks have passed without a final response, you can contact the Financial Ombudsman Service at financial-ombudsman.org.uk or on 0800 023 4567. Using this service does not affect your right to take legal action.
Next step
Need to talk to us first?
Most concerns are resolved with a quick conversation before it becomes a formal complaint.