Complaints

How to tell us

Speak to us first. Most problems are sorted quickest with a conversation with the team who sold you the car.

• Call 020 8050 8225, any day from 10:00 to 19:00.
• Message us on WhatsApp.
• Write to us or visit at Thames Cars Limited, 12–14 Aintree Road, Perivale, Greenford, UB6 7LA.

Please tell us your name and how to reach you, the car’s registration, what went wrong and what you would like us to do about it. Copies of any paperwork, photos or garage reports help us look into it quickly.

What happens next

• We acknowledge your complaint promptly.
• We look into it fairly, keep you updated, and aim to resolve it as quickly as we can.
• If your complaint is about finance we arranged for you, we send our final response in writing within eight weeks of receiving it. If we can’t, we write to explain why and when we expect to reply.

Complaints about finance

Thames Cars Limited is authorised and regulated by the Financial Conduct Authority (FCA number 942110) as a credit broker, not a lender. Tell us about any concern with how we arranged your finance. If your complaint is about the finance agreement itself, such as its payments or terms, contact the lender as well: their details are on your agreement.

The Financial Ombudsman Service

If you are not happy with our final response, or eight weeks have passed since you complained, you may be able to refer a complaint about finance to the Financial Ombudsman Service. It is free and independent. You normally need to contact them within six months of our final response.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaints about a car

A car you buy from us must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015. If you think it isn’t, tell us as soon as you can. A warranty is in addition to these rights; for a repair under your warranty plan, contact Warranty First as your plan explains.

For free, independent advice on your consumer rights, you can contact the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk.

Last updated 21 October 2026. Thames Cars Limited, company number 10607708, registered office 12–14 Aintree Road, Perivale, Greenford, UB6 7LA.