What is an Initial Disclosure Document?

The Financial Conduct Authority (FCA) is the independent regulator of financial services. The FCA require us to provide you with a document called an 'Initial Disclosure Document'. This document provides information about us, the products we offer, the services we will provide, what we charge for our services, who regulates us and what to do if you have a complaint.

Who regulates us?

We are authorised and regulated by the Financial Conduct Authority for credit brokerage. Our FCA number is 1046338. You can check this on the FCA's website www.fca.gov.uk/register or by contacting the FCA on 0300 500 8082.

Treating customers fairly

Dream Car Warehouse LTD is committed to ensuring that the FCA principle of treating customers fairly (TCF) is applied in all areas of our day-to-day business activities. We aim to ensure that the TCF principle is embedded and rooted in everything that we do. This principle underpins how we operate and function as a business.

Which service will we provide you with?

We offer a non-advised service, meaning we cannot give you advice or a recommendation on products. But in assessing your application we will ask you for information to enable us to identify your needs and present a selection of products relevant to your requirements. You will then need to make your own choice about how to proceed. You will receive the pre-contract credit information which will detail the Terms & Conditions of the product you have chosen and advise you about any other fees and interest relating to the product.

What products do we offer?

We offer a limited number of finance products from a selected panel of lenders. Customers can view these products on our website https://dreamcarwarehouseltd.co.uk or through talking with a member of staff in our showroom. We would advise you to consider your options and decide if they meet your requirements. Dream Car Warehouse LTD is a credit intermediary, not a financial advisory service nor a lender.

What will you have to pay us for our services?

We do not charge a fee for the introduction to the finance provider.

Commission Disclosure

We will typically receive a commission payment from the finance provider if you decide to enter into an agreement with them. The amount of commission can be made available to you upon request over the phone and/or in writing.

Suitability and Affordability

We aim to support and tailor our service appropriately to those customers who may be particularly vulnerable due to their current circumstances or recent life events. If you have a disability, physical or mental health condition, feel vulnerable due to a change in personal circumstances, or just need extra support please let us know and we will do our best to help you. You should make sure you have sufficient time and support to assess the information given to you and ensure the funding option offered is suitable for you and meets your requirements. If you are unsure, please don't hesitate to ask us for further explanations, help and support.

It is important that you only enter into an agreement if you can comfortably afford the repayments. You should assess the monthly payments you are required to make throughout the term of the agreement and ensure you can meet these and other current obligations without suffering undue hardship. If you are aware of any changes in your life or your household circumstances that may affect your ability to maintain your loan repayments, please make us aware. Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.

What to do if you have a complaint

If you wish to make a complaint, the first step is for us to understand your complaint. You can contact us by:

  • Phone: 01914647060
  • Post: Dream Car Warehouse LTD, 8/8a Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG
  • Email: dreamcarwarehouseltd@gmail.com

Please provide your name and a contact number where we can reach you between the hours of 09:00–17:00 Monday to Friday.

We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update. If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman. You must do so within six months of the date of the final response letter. You can contact them:

  • By phone: 0800 023 4567
  • By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
  • By email: complaint.info@financial-ombudsman.org.uk

What our customers say about us

Our Reviews

I’ve recently bought an Audi q3 and the service was impeccable the full process was so quick and easy and from previously being let down by another company they were happy to send videos and pictures and answer any questions especially due to living far away we had a minor problem due to wrong reg plate but this was sorted professionally and quickly the communication was brilliant I would 100% but from these again and will recommend anyone to these guys!
— Paris Chadburn
Outstanding service From start to finish Connor was fantastic, explaining everything to my son and I. The extra touches and work he did on the car before we picked it up were second to none. Would highly recommend this dealership👍🏼
— Steve M
Highly recommend dream car warehouse, bought a bmw 4 series absolutely love it, had a small issue and they were out the next day to rectify the problem with there mechanic. Outstanding customer service, really polite and understanding. Will definitely be back for another motor when time is right. Thank you so much for all your help👏
— Cory Spicer
We had a seamless journey with Connor and Kam they made us feel at home, no pressure or hard sell we were given a fair price for our trade in. Car was ready on time and immaculately presented .Thank you both so much .
— Alan S
What a great experience it was dealing with Connor, from start to finish he found us the perfect car and kept us informed the whole time, couldn't be happier
— Ashton Lally
Top notch they couldn’t do enough for me , even gave me a car to get by until mine was ready , I highly recommend this place . Cheers again guys for all your help
— Mark Chaffer
It was fantastic real helpful staff that go above and beyond , thanks guys for everything you done I highly recommend this place
— Mark C
Where do I even start! Every now and then, you come across people who remind you that exceptional customer service still exists. Connor and Kam are those people. Buying a car is a huge decision, and I walked in feeling excited but also very nervous. From the very first conversation, they made me feel completely at ease. They listened, genuinely cared about what I was looking for, and treated me with so much kindness, honesty, and respect throughout the entire process. What impressed me most wasn't just their knowledge or professionalism, it was how much they genuinely cared! Nothing ever felt rushed, no question was too small, and they went above and beyond at every opportunity to make sure everything was perfect. It never felt like they were trying to sell me a car! The level of service they provided was something special. In a world where great customer service can sometimes feel rare, Connor and Kam set a standard that others should aspire to. They turned what could have been a stressful experience into one I'll genuinely look back on with fondness. (I know I probably gave them a headache!) Driving away in my new car was an amazing feeling, but knowing I had been looked after so well has made it even more memorable. Thank you again Connor and Kam. Your dedication, care, and professionalism made all the difference, and I couldn't be more grateful. If you're considering buying a car, speak to these two. You'll be in the very best hands!! Thank you both so much again!
— Jayne Taylor
Excellent service from Connor, highly recommend and a true gent. Keep up the good work
— Dan Bullock
10/10 service Mercedes CLA The process from start to finish was absolutely incredible! We got there before they opened by mistake and Connor came before the open time! Fell in love with the car straight away and was able to take my time with test driving it, the process of buying it was smooth, the day of picking it up we got the train up to Durham and Connor very kindly picked us up from the station in the new car! It was absolutely immaculate inside and out. He absolutely goes above and beyond for his customers and I couldn’t recommend him enough👍 10/10 service
— Liam F
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