Tell us how we’ve done
We try our best to deliver a great customer experience, and we love to hear how well we’ve done. However, we understand that sometimes things go wrong, and we want to hear about that too so we can make things right. Please find the complaints form at the bottom of the page if you wish to register a complaint with us.
Our commitment to you
Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome.
The Customer Resolution Team
All complaints will be dealt with fairly and impartially, and all information that you provide will be treated confidentially. Once we have received your complaint, we will do everything we can to resolve it quickly.
If we can resolve your complaint within 5 business days following the day we receive it, we will confirm the outcome in a letter to you and explain how you can refer to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of your complaint.
For the more complex issues we may need more time to investigate, and if this is the case, we will acknowledge your complaint within 5 business days of receipt of your complaint outlining the next steps and when you can expect to hear from us. We will provide you with a reference number for your complaint in case you need to contact us. We will contact you to discuss your complaint should we need further information from you.
Our aim is to resolve your complaint within 8 weeks from when we first received it, and once resolved we will send you a Final Response Letter. If we are unable to resolve your complaint within 8 weeks, our letter at this time will explain why and give you a timescale of when we think we will be able to send you a final response. This letter will also include your Financial Ombudsman Service rights.
To ensure we can contact you if we need too, please make sure we have a valid email address and contact telephone number. You can send us this information via the complaint form found at the bottom of the page.
Complaints relating to Discretionary Commission Arrangement in motor finance
On the 11 January 2024 the Financial Conduct Authority announced their plan to investigate historical Discretionary Commission Arrangements within the motor finance industry. Discretionary Commission Arrangements allowed brokers (a person who arranges your motor finance, for example, your car dealer) to change the interest rate a motor finance provider offered to a customer, which may have led the customer to being overcharged. The Financial Conduct Authority banned this practice in January 2021.
In connection with this investigation the Financial Conduct Authority have stated that:
- They are pausing the 8-week deadline for motor finance companies to give a final response on Discretionary Commission Arrangement-related customer complaints where a vehicle was purchased with motor finance before 28 January 2021. The pause will last for 37 weeks (approximately 9 months) allowing the Financial Conduct Authority time to review the issue and decide what, if any, further action is required.
- Customers who are unhappy with the final response from their motor finance provider will also have up to 15 months to refer their complaint to the Financial Ombudsman, compared to the usual 6 months. This extension applies to complaints where the finance provider has already sent a final response in the period beginning 12 July 2023 and ending 10 January 2024, or where a final response is sent during the period beginning 11 January 2024 and ending 20 November 2024.
We support this investigation and will be working with the Financial Conduct Authority during this period.
Learn more about Discretionary Commission Arrangements and the Financial Conduct Authority's review on their website.
If you need more information or have a complaint relating to a Discretionary Commission Arrangement, and your motor finance credit agreement was taken out before 28 January 2021, please see our Frequently Asked Questions below.