Complaints Handling Procedure

It is our aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.  We take all complaints seriously.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.  

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by any of the methods listed under ‘Contact Us’:

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your agreement details
• Your vehicle details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork.

Our process for dealing with complaints received by us will differ depending on what the complaint is about. 

1. Products regulated by the Financial Conduct Authority (FCA)

We will treat as an FCA product complaint (FCA Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. This includes complaints made to our group businesses, dealerships or to our central Customer Services team. 

2. Goods and non-financial services

All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.

What we will do if we receive a general complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible and it is sometimes necessary for us to look into the matters you have raised in more detail. Whether you have contacted the group business, dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant business, dealership or department will remain responsible for attempting to resolve your concern. 

We will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.  You may raise or discuss your concern with our central Customer Services team at any stage.

After the process above, if we are unable to resolve your general complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.

Process for FCA Complaints

In addition to the process above, our central review team will also review all FCA Complaints and we have a slightly more formal process as follows:

1. Promptly following receipt of your complaint:

Any FCA Complaint that has not been resolved straight away will be recorded by our central Customer Services team and we will send you a letter to acknowledge your concerns. 

If we believe that another firm or company is responsible for the matters to which your complaint relates and is therefore best placed to resolve it, we may forward your complaint to them to investigate. If we do so, we will write to you to let you know and will give you the name of the firm or company to which we are forwarding your complaint.

2. Within eight weeks from receipt

We will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint. If we cannot provide you with our response within eight weeks, we will write to you explaining why this is the case and indicate when a response will be sent to you. You will also be advised of your right to take the matter to the Financial Ombudsman Service should you be dissatisfied with the outcome of our investigation and our final response. 

3. Review

The outcome of each centrally recorded concern is also reviewed either by our Chief Executive Officer, Chief Financial Officer, Chief Operations Officer or Sales Director (on a weekly rota).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us by any of the methods listed under ‘Contact Us’.