Initial Disclosure Document

About our Finance Services

The Financial Conduct Authority (FCA)

The Financial Conduct Authority is the independent watchdog that regulates financial services. It requires us to give you this document to help you decide if our services are right for you.

Mobility Trader UK Limited trading as heycar is an appointed representative of Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services , which is authorised and regulated by the Financial Conduct Authority with firm reference number 311988.

Our permitted activities include acting as a credit broker not a lender.

About our Finance Service

We are credit broker, not a lender. We can introduce you to a limited number of lenders to finance your car purchase. We are not an independent financial advisor; we will provide details of products available.

To help us surface finance products that may satisfy your requirements we may ask for information about your personal circumstances and objectives. It’s important you provide us with accurate and relevant information and ensure that the product you have chosen meets your requirements.

All the products we offer are optional. You may obtain free, independent financial advice from the Money Advice Service at www.moneyadviceservice.org.uk.

Our Finance Partner

Volkswagen Financial Services

Renault Finance Services

What fees we charge

We do not charge a fee for our service, however, we may receive a commission or fee from the lender we introduce you to, either a fixed fee or a fixed percentage of the amount you borrow.

These fees do not influence the interest rate or total amount payable under your finance agreement.

You have the right to ask us the amount of commission we receive in respect of your agreement and we can provide this to you on request.

Customer Care, Dispute Resolution and Complaints

We take all complaints very seriously. We ask that you first direct any complaint or dissatisfaction to us by contacting us by one of the below methods:

Operations Manager, heycar, Lacon House, 84 Theobalds Road, London, WC1X 8NL

Telephone 0330 808 3819; or
live chat from 8am – 8pm, Monday to Friday; or
email at hey@heycar.co.uk

We will investigate your complaint straight away and will provide a written response.

If your complaint relates to finance and we cannot resolve it within three business days, we will refer your complaint to our principal firm, Volkswagen Financial Services (UK) Limited, to complete and communicate the outcome of the investigation to you, within eight weeks.

If for any reason you’re not happy with how we’ve handled your complaint and you are an eligible complainant as defined by the Financial Conduct Authority, you can contact the Financial Ombudsman Service once you’ve received our final response to your complaint. The Financial Ombudsman Service is an independent organisation that helps to resolve complaints. You can contact them online at financial-ombudsman.org.uk, by phone at 0800 023 4567, or by post at Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.