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 need

  • your account number or customer reference number (if applicable) and
  • 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.

Step 1 - Fill in the form

Please enter your details below, all fields marked with an asterisk (*) must be completed:

  • ?

We will then do our best to address the matter and respond to you accordingly.

Please be reassured that 'the CAF Group' will not share your information with any outside organisation, except as part of providing a product or service, or when legally obliged to do so. By submitting your enquiry, please note that you are accepting the terms and conditions of CAF’s privacy policy.

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.

Making a complaint

If we've fallen short of the standards you expect, our easy-to-use guide outlines our three step complaints procedure.

Read our complaints procedure leaflet