Complaints Procedure

We aim to provide an excellent service, but if something has gone wrong, we want to hear about it and put things right.

How To Complain

Email enquiries@carleasesforexpats.co.uk, call us on 0330 330 9425, or write to us at Cocoon Vehicles Ltd, First Floor Suite 1.01a, 62 King Street, Belper, Derbyshire DE56 1PZ, with as much detail as possible.

What Happens Next

We'll acknowledge your complaint promptly and aim to resolve it as quickly as possible. As Cocoon Vehicles Limited is authorised and regulated by the Financial Conduct Authority (firm reference 711074), we follow a formal complaints procedure in line with FCA requirements — see the full Complaints Procedure for details, including your right to refer unresolved complaints to the Financial Ombudsman Service.

Online Transactions

For complaints relating to a transaction completed online, you can access the Online Dispute Resolution platform at ec.europa.eu/consumers/odr.