Make a complaint
We will make every effort to resolve your complaint quickly and
fairly. We aim to acknowledge receipt of your complaint by the end
of the next business day and resolve the majority of complaints
within four weeks.
We will advise you if the complexity of a complaint means we
need longer to respond.
What you need to provide
To help us investigate and resolve your complaint, we’ll
- your account number or customer reference number (if
- a daytime telephone number where we can contact you
- a clear description of your concern or complaint
- what you would like us to do to resolve your complaint
We have a two step complaints procedure. Normally we would
expect to resolve your complaint at Step 1 but if you are not happy
with our response you have the right to progress it to the next
Step 1 - Fill in the form
We will then do our best to address the matter and respond to you accordingly.
Alternatively you can write to us at CAF, 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA or call one of our Customer Services team on 03000 123 000.
Our staff are trained in matters of this nature and calls may be recorded.
Step 2 - Escalate
If you are still not satisfied with our response you can escalate your complaint to the Chief Executive Officer of CAF.