At Young Car Driver, we are committed to providing clear, honest guidance and handling complaints fairly. If we have not met your expectations, we want to know about it so we can look into what happened and put things right where appropriate.
A complaint is any expression of dissatisfaction about our service, whether made verbally or in writing. You can complain yourself, or ask someone to complain on your behalf.
This page explains how to complain about our service, what happens next, and when you may be able to take an eligible complaint to the Financial Ombudsman Service.
On this page
- How to make a complaint
- What happens next
- The Financial Ombudsman Service
- Complaints about our partners
- How we use complaints to improve the site
- Complaints procedure FAQs
1. How to make a complaint
If you believe any information on our website is unclear, misleading, or inaccurate, please contact us.
By email: team@youngcardriver.com
By post: Complaints Department, Autedia Limited, 167 to 169 Great Portland Street, London W1W 5PF
You can complain about things like:
- unclear or misleading content
- how a promotion or partner offer was described
- concerns about bias or a lack of transparency
- issues with how we introduced you to a finance or insurance partner
- any other concern about our service
You can complain yourself, or ask someone to contact us on your behalf. If you need us to communicate with you in a different way because of a health condition, disability, or other circumstances, please let us know and we will do our best to help.
2. What happens next
We will acknowledge your complaint in writing within 5 working days of receiving it.
If we can resolve your complaint by the close of the third business day after receiving it, we may send you a summary resolution communication instead of a Final Response. This is a short letter or email confirming the outcome and explaining your right to refer an eligible complaint to the Financial Ombudsman Service if you remain unhappy.
If your complaint needs a fuller investigation, we will carry out a fair and impartial review and either:
- send you a Final Response within 8 weeks, or
- write to explain why we are not yet in a position to do so and when you can expect a further update
If a different FCA timetable applies to your complaint under temporary motor finance complaint handling rules, we will tell you and explain what this means for you.
3. The Financial Ombudsman Service
If you are unhappy with our Final Response, or if we have not sent one within the relevant time limit, you may be able to refer your complaint to the Financial Ombudsman Service, if your complaint is eligible under its rules.
The Financial Ombudsman Service is a free, independent service that settles disputes between consumers and financial firms.
In most cases, you will usually need to refer your complaint to them within 6 months of the date of our Final Response. For certain car finance complaints, a longer period may apply. If that affects your complaint, we will explain the applicable deadline in our response.
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123
4. Who to complain to
If your complaint is about Young Car Driver, for example our content, how we described a product, or the way we introduced you to one of our partners, please contact us first using the email or postal address in Section 1 above.
If your complaint is about a quote, application form, or online journey operated by one of our partners, for example Quotezone or CarFinance 247, you should usually complain to that partner first, using their own complaints procedure.
If your complaint is about the insurance policy, claim handling, finance agreement, or a lending decision itself, you will usually need to complain directly to the insurer, lender, or other product provider responsible for that service.
If you think our content or our introduction also contributed to the problem, you can complain to us as well. We will look at whether our content and signposting were clear and fair.
If you are not sure who to contact, please get in touch with us and we will help point you in the right direction. If you send us a complaint that should be handled by a partner or product provider, we will explain this and, where appropriate, help by passing it on.
5. How we use complaints to improve the site
We review complaints to identify patterns, recurring issues, and areas where our content, signposting, or partner explanations could be clearer.
Where we spot problems, we may update or rewrite content, improve on-site warnings or explanations, or review how and where we signpost to partners.
Under the FCA’s Consumer Duty, firms are expected to act in good faith, avoid causing foreseeable harm, and support customers in pursuing their financial objectives. Complaints and root cause analysis are an important part of spotting problems early and improving outcomes.
For more on our standards, see our Editorial guidelines.
For details on how we are paid, see How we make money.
Complaints procedure FAQs
Q1. What happens after I send a complaint to Young Car Driver?
We will acknowledge your complaint, review what has happened, and gather any information we need. If we can resolve it quickly, we may send you a summary resolution communication. If not, we will complete a fuller investigation and write to you with our findings and decision.
Q2. How long will it take to hear back from Young Car Driver?
We will usually acknowledge your complaint within 5 working days. If it cannot be resolved by the close of the third business day, we will investigate it fully and either send a Final Response within 8 weeks or explain why we need more time and what alternative FCA timetable applies, if relevant.
Q3. What if the issue is mainly about one of your partners?
If the issue is about a quote, application form, or online journey operated by one of our partners, you should usually complain to that partner first. If it is about the insurance policy, claim, finance agreement, or lender decision itself, you will usually need to complain to the insurer, lender, or other product provider responsible for that service. But if you believe our content or introduction also played a part, you can complain to us as well.
Q4. Can I still go to the Financial Ombudsman Service?
If your complaint is eligible and you are unhappy with our Final Response, or we have not replied within the relevant time limit, you may be able to take it to the Financial Ombudsman Service. In most cases the deadline is 6 months from the date of the Final Response, although certain car finance complaints can have a longer referral period. If that applies, we will explain the deadline in our response.
Q5. Does complaining to Young Car Driver affect my rights?
No. Complaining to us does not affect any right you may have to refer an eligible complaint to the Financial Ombudsman Service. Our Final Response will explain the next steps and any time limits that apply.
Q6. Do complaints actually lead to changes?
Yes. We use complaints to spot patterns, review root causes, and improve content, signposting, and partner explanations where needed. Where appropriate, that may include rewriting a page, adding clearer warnings, or reviewing how we describe partner services.
More about how we work
These pages explain more about Young Car Driver’s editorial standards, partner relationships, and how we handle trust.