Updated: 7 November 2026
If something has gone wrong with our service, tell us. We will look into your complaint fairly and explain our response in plain language. You do not need to pay anyone to complain for you.
How to complain
Email hello@carolo.co.uk or write to Complaints, PJG Financial Limited, 5 South Charlotte Street, Edinburgh EH2 4AN.
Carolo is a trading style of PJG Financial Limited. Please include your name, contact details, what happened and what you would like us to do. If you have an enquiry reference or relevant messages, include those too. You can still complain if you do not have every detail.
Tell us if you need a different way to communicate or help explaining your complaint. Someone else can complain for you with your permission.
What happens next
We will acknowledge your complaint promptly. We will review the information available and may ask you for more details. We will keep you informed if the review takes time.
Under the FCA complaint handling time limits, we will send our final response within eight weeks of receiving your complaint. It will explain our findings, the reasons for our decision and any steps we propose to put things right.
If we cannot give a final response within eight weeks, we will explain why, say when we expect to respond and tell you about your right to contact the Financial Ombudsman Service.
If you remain unhappy
If you are unhappy with our final response, or eight weeks have passed without one, you can refer an eligible complaint to the Financial Ombudsman Service. The service is independent and free to use.
You normally need to refer your complaint within six months of the date of our final response. Other eligibility and time limits may apply. Our response will explain your referral rights. Read the Financial Ombudsman Service time limits for more information.
- Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
- Phone: 0800 023 4567.
- Website: www.financial-ombudsman.org.uk.
Complaints about a specialist or lender
A complaint about a car finance specialist's or lender's service, advice, credit search or agreement should go to that firm. They are responsible for handling complaints about their own actions.
If you are unsure who to contact, email hello@carolo.co.uk. We will help direct you to the relevant firm. We will still consider any part of the complaint that concerns our own service.
Using this procedure does not affect your legal rights.