Complaints Policy

Version 1.6 - Last updated: 21.05.2026

Our Commitment to You

Everyday Car Loans (a trading name of 4MM Limited) is committed to providing a high standard of service. We recognise, however, that things can sometimes go wrong, and we take all complaints seriously.

If you are unhappy with any aspect of our service, we want to hear from you so that we can put things right and improve the way we work. This document sets out how to make a complaint and what you can expect from us.

We are authorised and regulated by the Financial Conduct Authority (FRN 947962) and our complaints handling procedure meets the standards required by FCA rules (DISP).

How to Make a Complaint

You can contact us in any of the following ways:

• Email: complaints@everydaycarloans.com
• Phone: 0161 519 1550
• Post: Complaints Department, First Floor Office, The ACC, Market St, Altrincham WA14 1PF

To help us investigate your complaint as quickly as possible, please provide:

• Your full name and contact details
• Your application reference number (if you have one)
• A clear description of what has gone wrong and when it happened
• What outcome you are seeking
• Copies of any relevant correspondence or documents

What Happens Next

Acknowledgement

We will acknowledge receipt of your complaint promptly and in any event within 5 business days of receiving it. Our acknowledgement will confirm who is handling your complaint and how you can contact them.

Investigation

A member of our complaints team - who was not involved in the matter you are complaining about - will review your complaint fully and fairly. We will consider all the information you have provided, relevant records, and any applicable FCA rules and guidance.

We will keep you updated on progress. If we need more information from you during the investigation, we will contact you promptly.

Our Response

We aim to send you a final response as quickly as possible, and in any event within 8 weeks of receiving your complaint.

Our final response will:

• Accept your complaint and, where appropriate, offer redress or remedial action; or
• Offer a partial acceptance with an explanation; or
• Reject the complaint with a full explanation of our reasons

If we are unable to resolve your complaint within 8 weeks, we will write to you explaining why and advising you of your right to refer the matter to the Financial Ombudsman Service.

If You Are Not Satisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.

The Financial Ombudsman Service is an independent body set up by Parliament to settle disputes between consumers and financial businesses. You must generally refer your complaint to the FOS within 6 months of the date of our final response letter.

You can also submit a complaint to the FOS online at www.financial-ombudsman.org.uk/consumers/how-to-complain.

Making a complaint to the FOS will not affect your legal rights.

Complaints About a Lender

If your complaint relates to the conduct of one of the lenders on our panel (rather than our own service), we will let you know and direct you to the relevant lender’s complaints procedure. Each lender we work with is also FCA-authorised and has its own complaints process, and access to the Financial Ombudsman Service.

If you are unsure whether your complaint should be directed to us or to a lender, please contact us and we will help you identify the right route.

Online Dispute Resolution

The European Commission provides an Online Dispute Resolution (ODR) platform, which may be used if you purchased a service online and are based in the EU. The platform is available at ec.europa.eu/consumers/odr. Please note that the Financial Ombudsman Service is the preferred route for UK consumers.

Record Keeping

We maintain a record of all complaints received and our responses. These records are kept for a minimum of 3 years in line with FCA requirements. We review our complaints data regularly to identify trends and make improvements to our service.

Treating Customers Fairly

We are committed to treating all customers fairly, including vulnerable customers. If you have a disability, difficulty communicating, or any other circumstance that means you would benefit from additional support during the complaints process, please let us know and we will make reasonable adjustments to accommodate your needs.

Contact Us

If you have any questions about our complaints procedure, please get in touch:

• Email: complaints@everydaycarloans.com
• Phone: 0161 519 1550
• Post: Complaints Department, First Floor Office, The ACC, Market St, Altrincham WA14 1PF