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Making a Complaint

We hope that you never need to make a complaint but if you do don't worry, we're here to help!

Would you like a response?
Would you like a response?

Thank you for getting in touch with us. Our team will be in contact with you as soon as possible.


Checking out quality used cars from Carbase showroom
My philosophy for Carbase is a reflection of my own very high standards which is to treat customers as I would like to be treated myself. If we have not provided this standard to you I would value your time in letting me know here.

Steve Winter - Founder

At Carbase, we strive to offer the most exceptional customer service possible, going beyond expectations to ensure our customers' complete satisfaction. However, we recognise that mistakes can occur, and when they do, we want to be made aware of them so we can correct them and use the experience to improve our service.

Our complaints process has been designed to ensure that all matters are addressed swiftly and efficiently, and you can be confident that each complaint is handled with the utmost care and consideration.

Further Complaint Contact


How can I make a complaint?

At Carbase, we strive to rectify any mistakes we make. We understand how important it is to address any issues you might have, so if you need to make a complaint, there are several options available to you. You can visit one of our stores and speak to a manager, call us on 01173 04 10 60, email, or fill out our online contact form.

Will I hear back regarding my complaint?

We are committed to responding to each and every complaint, unless you specify otherwise. We understand that sometimes you may just want to share your experience with us without expecting a response. If that is the case, please let us know so we can take your feedback into consideration.

How long does it take to receive a response to a warranty review?

The response time for warranty reviews can vary depending on the volume of incoming reviews, although our team will strive to reach out to you within one business day.

What can I expect from a warranty review response?

In response to a warranty review, our customer service team will acknowledge your review and address your specific concerns raised. We may provide clarifications, offer resolutions or options, request additional information if needed, or provide instructions on next steps. The aim is to provide a satisfactory response that resolves your issue or provides appropriate guidance regarding your warranty claim.

How long will it take for me to get a response?

If you complete our online complaint form, our team will strive to reach out to you within one business day.

Who will deal with my complaint?

We care deeply about your concerns and will be sure to forward your complaint to the most suitable member of our management team. Our Managing Director, Steve Winter, is devoted to personally reading each and every complaint we receive.

Who will consider my complaint?

We understand how important it is to ensure our customers are treated fairly and with respect. After gathering all the necessary information, our customer service team will carefully assess your complaint and make a fair and balanced resolution. If necessary, we will involve our senior management team to ensure a satisfactory outcome. We are committed to providing the best possible customer experience and will be in touch to discuss any further options.

How do I make a complaint to FCA?

Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail:

If they cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at

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