Customer Complaints Policy

Upon receipt of your complaint our Complaints Manager will initiate a full impartial, diligent investigation. Our investigation will include:

  • A full assessment of the nature of your complaint
  • If a third party is involved (such as the dealership or lender) we will request a detailed response from them
  • We will remain in contact with you to update you on the progress of your complaint
  • We will inform you of our decision within 8 weeks of receipt of your complaint

All evidence gathered will be assessed fairly in line with the Financial Conduct Authority rules and requirements.

Upon receipt of your complaint we will issue you with an acknowledgement letter detailing how we will proceed with your complaint and keep you updated at all times.

A final response will be issued within 8 weeks of receipt of the complaint, if we have been unable to resolve the complaint within this timescale for whatever reason we will inform you of our position and why we are not able to make a final response at this time. We will advise you of when we will be able to provide you with a final response.

If you are dissatisfied with the delay or do not agree with our decision you may refer your complaint to the Financial Ombudsman.  A leaflet explaining your rights will be enclosed with the documentation we issue to you when we acknowledge your complaint.

Financial Ombudsman Service, Exchange Quay, London, E14 9SR


Complaints regarding discretionary commission agreements

Following the FCA announcement on the 11th January 2024 that it would be undertaking a review of historic discretionary commission arrangements in the motor finance market, the current 8 week deadline to respond to your complaint is currently paused.

During this pause we shall continue to investigate any complaint relating to discretionary commission but we may not respond with a final response until the Financial Conduct Authority (FCA) have concluded their investigation which is anticipated by the end of September 2024 at the earliest.

Further information regarding the investigation can be found including further information on your rights to refer the Financial Ombudsman (FOS)