Complaints Procedure

On the 11th January 2024, the Financial Conduct Authority (FCA) announced a pause on complaints relating to discretionary commission arrangements across the motor finance industry.

Any complaints of this nature now fall outside the typical 8-week resolution rule and will be paused until May 2025 to allow the FCA time to review.

Further information can be found here https://www.fca.org.uk/carfinance

You can usually refer a complaint to the Financial Ombudsman Service within 6 months of receiving a final response. For these matters, this has been extended to 15 months if you receive a final response between 12th July 2023 and 20th November 2024.

We're sorry that we haven't met your expectations and that you're unhappy with some aspect of our service.

By making a complaint you're giving us the opportunity to investigate, and to improve our service for you and other customers.

FINANCE and INSURANCE COMPLAINTS:

We value all our customers and aim to provide a first-class service at all times, including in complaints handling. Our complaints handling process for finance and insurance complaints which are products regulated by the Financial Conduct Authority (UK) is detailed below.

All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation.

We will always strive to investigate and resolve your complaint promptly and fairly and, as a minimum, we will ensure that we:

  • Acknowledge your complaint in writing within 5 working days of receipt
  • Investigate your complaint fully and impartially, obtaining all necessary information
  • Within 4 weeks, provide either an interim response explaining any delay or a final response
  • Provide a final response setting out our position, including whether the complaint is upheld or rejected, along with a full explanation of our decision

Insurance Complaints (Automotive Compliance Ltd):

If your complaint relates to insurance activities, you may contact Automotive Compliance Ltd directly using the details below:

Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD

Telephone: 01452 671 560
Email: [email protected]

If a complaint regarding finance or insurance activities cannot be resolved within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use.

Financial Ombudsman Service (FOS):
Address: Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk

Goods or Services Complaints:

National Conciliation Service
If your complaint is not about a financial or insurance product or service, and you are unhappy with how we have resolved your complaint, you may refer your complaint to the National Conciliation Service (NCS). This is a free dispute resolution service.

The National Conciliation Service
2-3 Allerton Road
Rugby
CV23 0PA

Website: www.nationalconciliationservice.co.uk
Email: [email protected]
Telephone: 01788 538 318

The Motor Ombudsman

Alternatively, we confirm that we are also a member of The Motor Ombudsman (TMO), which is another free alternative dispute resolution service.

The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
United Kingdom

Website: www.themotorombudsman.org
Telephone: 0345 241 3008