Complaints Policy

Our commitment

We take all complaints seriously and aim to resolve them quickly and fairly. If something has gone wrong, we want to know so we can put it right.

How to raise a complaint

Please contact us in the first instance via our Contact page or by emailing support@findplates.co.uk, setting out the details of your complaint clearly. Please include your order reference or case number if you have one.

What happens next

• We will acknowledge your complaint within 2 working days
• We will investigate and aim to provide a full response within 10 working days
• If we need more time, we will let you know and keep you updated throughout

Escalation

If you are not satisfied with our response, you may request that your complaint is reviewed by a director of FindPlates Ltd by writing to us at the address below. We will acknowledge your escalation within 2 working days and provide a final written response within 20 working days.

FindPlates Ltd
109 Sandringham Gardens
North Finchley
London
N12 0PA

DVLA-related issues

If your complaint relates to a DVLA decision (for example, eligibility of a transfer), you may also wish to contact the DVLA directly. FindPlates is an independent reseller and cannot overturn DVLA decisions, but we will always assist you in understanding your options.

Alternative dispute resolution

If you remain dissatisfied after our internal process is complete, you may wish to seek independent advice from Citizens Advice (citizensadvice.org.uk) or consider alternative dispute resolution through a certified ADR provider.