Complaints procedure

Last updated: 9 August 2026

If something has gone wrong, we want to hear about it — and we'd much rather fix it than have you tell everyone else instead. Here's exactly what to do and what happens next.

Draft for review. This document is a working draft prepared during site build. It should be reviewed by a solicitor and checked against current ICO and FCA guidance before the site goes live.

Step 1 — Tell us

Phone: 020 4577 0000 — fastest for anything urgent, such as a car that isn't safe to drive.
Email: [email protected] — best for anything with photos, invoices or documents attached.
In writing: Carluvo Ltd, Unit 4, Riverside Trade Park, London, SE10 0AA.

It helps enormously if you can include your name and contact details, the vehicle registration, when you bought it, what has happened, and what you would like us to do about it.

Step 2 — What we do

Within 1 working day we acknowledge your complaint and tell you who is handling it.
Within 5 working days we give you either a full response, or an update explaining what we're investigating and when you'll hear next.
Within 8 weeks we issue a final written response setting out our position and any remedy offered.

If a fault has appeared, we may ask to inspect the vehicle — at our cost, and at a time that suits you. We will not ask you to pay for diagnosis of a fault that turns out to be our responsibility.

Step 3 — If you're still not satisfied

If we can't resolve things between us, you have several independent routes and using them costs you nothing:

The Motor Ombudsman — free, independent alternative dispute resolution for vehicle sales and servicing. themotorombudsman.org
Citizens Advice consumer service — free advice on your rights on 0808 223 1133.
Section 75 / chargeback — if you paid by credit card (or partly by card), your card provider may share liability. If you bought on finance, your finance company has its own complaints procedure and, ultimately, the Financial Ombudsman Service.
Small claims court — designed for consumers to use without a solicitor, for claims up to £10,000 in England and Wales.

Complaints about your data

If your concern is about how we've handled your personal information, please raise it with us first using the details above. You also have the right to complain directly to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. See our privacy policy for more.

Your statutory rights

Following this procedure does not affect your rights under the Consumer Rights Act 2015 — including the 30-day right to reject a faulty vehicle for a full refund. Our guide to your legal rights explains what you're entitled to and when.