07880 316 477 Old School House, Church Road, Netherton, West Midlands, DY2 0LY

Complaints Procedure

IAR – Complaints Procedure  

The first step is for us to understand your complaint; if the complaint is in relation to the  vehicle purchased, please contact us directly, you can contact us by 

By Phone: 07880 316 477

By Post: Old School House, Church Road, Netherton, Dudley DY0 2LY

By Email: westmidlandscarcentre@hotmail.co.uk

Alternatively, if the complaint is in relation to finance, you can contact Jigsaw directly by 

By Post: Complaints Department, Jogsaw Finance, Genesis Centre, Innovation Way, Stoke on Trent, Staffs ST6 4BF

By Email: complaints@jigsawfinance.com 

Please provide your name and daytime contact number where we can  contact you between 9am-5pm Monday to Friday

We will log your complaint within 24 hours. 

If the complaint can be dealt with, within 3 business days we will send you a summary resolution  communication within 2 business days of resolving the complaint, this will include information on  what to do if you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the  Financial Ombudsman Service. 

If your complaint can not be dealt with, in 3 business days, we will send you our initial response letter  within 2 days of either receiving the complaint or realising the complaint cannot be resolved within 3 business days. 

We will investigate your complaint fully and if the complaint cannot be dealt with within 4 weeks, we  will send you an update on the progress of your complaint. 

We endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are  unable to provide you with a final response within this time, we will send you an update. 

Within our final response, we will explain what to do if you are not happy with our  response/resolution and if you are an eligible complainant, you can escalate your complaint to the 

Financial Ombudsman, you must do so within 6 months of the date of the final response letter. You  can contact them: 

By phone: 0800 023 4567 

By post: The Financial Ombudsman Service, 

Exchange Tower, 


E14 9SR. 

By Email: complaint.info@financial-ombudsman.org.uk 

Further information can be obtained from the Financial Ombudsman Service’s website at  www.financial-ombudsman.org.uk 

Eligible complainants are:  

▪ A consumer  

▪ Companies within the EU definition of a microenterprise 

▪ Charities with an annual income of under £6,500,000 

▪ Trustees of a trust with assets of under £5,000,000 

▪ A small business (only an eligible complainant if the conduct took place after the 1st April  2019) 

▪ A guarantor 

Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk