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Privacy and Legal

Today Car 24 Limited is committed to protecting your privacy, and we endeavour to use any data we collect from you.

To provide the best possible service. This privacy policy describes how we collect and use your personal data. All data we collect will be the information you the customer provides to us via general enquiry forms or the finance application forms.

The Today Car 24 Limited site is a UK based website and takes reasonable care to comply with requirements of the UK GDPR act 2018 with regard to the personal information you supply on this site.
Data collection via web forms & email that are displayed on the website.  This website collects personal data from you via web forms, and also via email addresses we provide so that you can contact us with enquiries.

Data collection via web forms & email
This website collects personal data from you via web forms, and also via email addresses we provide so that you can contact us with enquiries.

You submit information using these methods voluntarily, and agree to the use of the personal data you provide as described in this policy.

If you give us personal information about somebody else, such as a colleague, we will assume you have their permission to do so, and their data will also be subject to this policy.

Today Car 24 Limited may also collect personally identifying information using cookies. Sometimes cookies are required as part of this site's operation. We will not collect personal data about you using cookies outside of this purpose.

If you prefer not to allow the use of cookies, you can change the configuration of your browser to either warn you when you receive a cookie, or to automatically reject them. You may find, however, that disabling cookies means certain areas of the site do not function correctly.

Data usage
Today Car 24 Limited will use the data you supply to answer an enquiry or to administer an ongoing commercial relationship. By submitting your personal data to us via our website we will use this data to contact you the customer to discuss the options available to you for finance. Once contacted we will make you aware and obtain your permission to present this data to our panel of finance lenders who will conduct a credit search to obtain the best possible finance deal available to you.

Our funds may use both fraud prevention agencies and credit referencing agencies to help make relevant decisions on any credit application you submit. When this type of check is made a footprint will appear on your credit file which can be seen by other lenders. CRAs provide us with shared credit information, fraud prevention information and public information; this information will include the what is held about you on the electoral register. The information allowed to be shared through the Credit Reference Agency Information Notice(CRAIN) this document allows the three main credit agencies to share data relating to credit activity.

We may occasionally modify this Privacy Statement, such variations becoming effective immediately upon posting to the website and by continuing to use the website, you will be deemed to accept any such variations.

Security
However, as no data transmissions over the Internet can be guaranteed to be 100% secure we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.

Please note that we do provide links to other sites, which may not be governed by this Privacy Policy and you should view the particular privacy policies of those sites for further information.

Any data supplied by you the customer to us via our website is securely stored on an individual database, we will store this data for a maximum of six years.

Marketing
We will also use your data to tell you about changes to the site, new information, or products and services offered by Today Car 24 Limited if you opt-in to receive marketing information.
You can choose not to receive this information by sending a blank email to todaycarcomplaints@outlook.com with the subject "No more emails".
We do not sell, trade or rent your personal data.

Treating Customers Fairly (TCF)

Today Car 24 Limited is committed to providing the highest standard of financial advice possible.  As a firm, we take the requirements of the FCA very seriously, in particular the requirement to treat our customers fairly.  We strive to do this in all that we do and undertake that all of our actions will be guided by the principle that the interests of our customers are paramount. Our systems and procedures are designed to place our customers at the heart of our business.  In our dealings, our clients can expect that: 
 
We will be open and transparent in the way we deal with clients. We will not place our own interests before our clients. We will communicate clearly and without the use of jargon.  We will inform our clients of any charges before undertaking any work for them.  We will deal with any complaints promptly and fairly. 

 As examples of how the principles and guidelines mentioned above work in practice in our business, we set out below details of what our customers can expect from us in various areas of our business. 

When we give advice, we will only recommend suitable brokers or lenders after finding out sufficient information about our client’s circumstances, so we can advise properly.  Our advice will be guided by what is best for our clients. We will explain in clear, concise terms why we may have recommended any particular broker or lender  We will inform our customers if any commission is to be paid to us by a broker or lender, and if requested we will disclose how much commission will be paid.  In the unlikely event that there is any conflict of interest between us and the customer we will tell them about this as soon as we can after becoming aware of this.

When we deal with the client  When clients contact us they can expect that we will be polite and courteous. 

All of our staff are trained in dealing with our customers and in treating them fairly.  When we write to clients, we will be clear and straightforward; we will try not to use jargon and technical terms. We will be happy to discuss or clarify any matter.  We will incentivise our staff in ways that encourage them to deal with our clients fairly and impartially and to continually find ways to improve our service.  We expect that all of our staff are trained adequately for their roles. We will actively seek feedback from clients in all areas of our business which they have had any exposure to.
 
When things go wrong If a client complains about any aspect of our service then they can expect that their complaint will be dealt with professionally, impartially and in accordance with the rules laid down by our regulator, the Financial Conduct Authority (FCA).  We are insured as required by the rules laid down by the FCA and we will provide details of our complaints policies and procedures on request.  We hope that our customers find using our services a pleasant and straightforward experience. We always welcome comments and observations about the way we deal with our customers and would encourage them to contact us in relation to any comments on the way we deal with them.

 

Complaints Policy

1.  Purpose

The purpose of this document is to set out the processes by which Today Car 24 Limited demonstrates and evidences its regard to, and compliance with, both legislation and guidance in respect of complaint identification and handling. The document considers what steps the firm is required to take to ensure that:

  • Complaints will be identified and courteously acknowledged; comprehensively, independently and fairly investigated and where appropriate redress paid
  • Customers understand that they have the right to complain to FOS if they are unhappy with the way that their complaint has been handled
  • Customers are kept up to date
  • The complaint handlers, compliance team members and those with the authority to approve offers of redress will keep up to date with FOS determinations and redress awards
  • Complaints information will be recorded and reported to the FCA, emerging trends will be analysed, and remedial action taken.

 

The Financial Conduct Authority (FCA) defines a complaint as: 'Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision'.

2.   How and where to complain

A complaint does not have to be in writing, we accept complaints by telephone, email and post.
Post – 54-57 Leabrook Road, Wednesbury, West midlands, WS10 7NW
Email – todaycarcomplaints@outlook.com
Tel - 08005677771

3.  Who handles complaints?

Complaints received are immediately passed to the Complaints Officer.

4.   How we respond to complaints

We aim to resolve your complaint within three business days following receipt of the complaint. If this is not possible, we will send an acknowledgment letter to the complainant (within four business days) and advise when a full response can be expected.

This letter will confirm that we have received the complaint and it is being dealt with. It will include the name and contact details of the Complaints Officer dealing with the complaint.

5.   Summary Resolution Communication

If the complaint is resolved within three business days we will issue a summary resolution communication to the complainant. This will acknowledge the complaint and inform the complainant that the respondent considers the complaint to be resolved. The communication will provide the complainant with the details of the Financial Ombudsman Service (FOS) confirming that they can refer the complaint to them if they wish.  Staff are trained by managers to know when complaints are within their remit to address or when they need to be escalated to the manager and or compliance.

6.   Final response letter

The final response letter will explain our final position regarding the complaint. The letter will

  • adequately address the subject matter of the complaint
  • summarise the outcome of our investigations
  • say whether we acknowledge any fault on our part
  • offer redress if the complaint is upheld
  • where redress is financial, provide the complainant with fair compensation for any acts or omissions for which we were responsible and comply with any offer of redress which the complainant accepts
  • inform the complainant that they may refer the complaint to the FOS and/or the Finance & Leasing Association if they are dissatisfied with the final response and that they must do so within six months
  • include a copy of the FOS’s explanatory leaflet or link to find it on the web

There are three possible outcomes for a Final Response:

  1. we accept the complaint and offer redress
  2. we offer redress without accepting the complaint
  3. we reject the complaint and give our reasons

*Please not that redress will not always involve financial redress.

7.   Final response delayed letter

Final response delayed letter

If we require longer than eight weeks from receipt to investigate a complaint we will issue a final response delayed letter confirming that we are still investigating the matter and indicate when we expect to be able to provide a final response.

8.   The Financial Ombudsman Service (FOS)

Our aim is to resolve all complaints internally, however if the complainant is not satisfied with our resolution, or if eight weeks have passed since the complaint was first brought to our attention, they may have the right to refer the complaint to the FOS. If the complainant wants the FOS to look into the complaint they must be contacted within six months of the date of any final response issued.

The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, South Quay Plaza, 183 Marsh Wall, London, E14 9SR

Telephone 0300 1239 123 or 0800 023 4567 Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Further helpful information can be obtained from visiting the FOS website at www.financial-ombudsman.org.uk 
The FOS offers a free, independent service and they can help with most complaints. However, there are some limitations on what the FOS can look into and further information about this can be obtained from them directly.

In writing – Today Car 24 Limited, 54-57 Leabrook Road, Wednesbury, West Midlands Ws10 7NW
By telephone –08005677771
By emailtodaycarcomplaints@outlook.com