Make it easy for you
Whatever it is you want to tell us about, we'll make the complaints process simple and easy for you to talk to us.
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Making a complaint
How to give us feedback or make a complaint
Tell us about your general complaint
Select your area for contact details.
How long will it take?
- We’ll let you know we’ve received your complaint. We’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.
- We may need to talk to you, to help fix the situation. So please give us your up-to-date contact phone number and email address.
- We’ll write to you within 10 days of getting your complaint and then update you regularly after that. We’ll use email if you’ve given us an email address.
- Once we’ve made a decision about your complaint, we’ll call you, write to you or email you. We’ll try to solve your problem as quickly as possible (although regulations give us up to 56 days).
Discretionary Commission Arrangements
On 11 January 2024, the Financial Conduct Authority (FCA) announced that it will use its powers to review historical motor finance discretionary commission arrangements across the motor finance industry.
The FCA confirmed a pause of 37 weeks will apply for motor finance firms to provide a final response to relevant customer complaints. The pause will apply to complaints about regulated credit agreements for motor finance taken out before 28 January 2021 and introduced to a lender by a broker (including car dealers) and where the broker had a discretion over the interest rate payable by the consumer in those agreements.
Consumers will also have up to 15 months to refer those types of complaints to the Financial Ombudsman, rather than the usual 6 months.
30 July update - the FCA announced on 30 July 2024 that it would carry out a consultation (CP24/15) on a proposal to extend the temporary pause in complaint handling rules for discretionary commission arrangement (DCA) motor finance complaints. The FCA proposes to set out next steps in its review in May 2025 not September 2024 as originally anticipated. The pause on complaints handling is proposed to be in place until 4 December 2025. Responses to the consultation are required to be provided by 28 August 2024. If the proposal is approved, then consumers will have until the later of 29 July 2026 or 16 months from the date of your final response letter to complain to the Financial Ombudsman Service. The FCA will publish feedback, and final rules, in a policy statement by 24 September 2024.
24 September update - The FCA announced new rules on 24 September 2024 to extend the time firms have to send in-scope customers a final response for motor finance complaints involving a discretionary commission arrangement (DCA). The pause now runs until 4 December 2025. This extension of the pause also means that any in-scope customers will have until the later of 30 July 2026 or 15 months from the date of their final response letter to refer a complaint to the Financial Ombudsman Service, instead of the usual 6 months. Out of scope customers who have received a final response letter will also have until 29 July 2026 to refer a complaint to the Financial Ombudsman Service should they wish to.
If you wish to make a complaint, please follow our general complaints process outlined above.
For more information please visit the FCA Website .
Financial Ombudsman Service
It's our aim to resolve all complaints internally. But if you're not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer it to the Financial Ombudsman Service. In order for them to look into your complaint, you must contact them within six months of the date of any final response we've issued.
Complaints relating to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance may have a right of referral to the Financial Ombudsman Service. If this is the case, you will also receive a leaflet explaining your rights.
The Financial Ombudsman Service offers a free independent service and can help with most financial complaints, but there are some limitations. Contact them directly for further information.
Contact details
Phone:
0800 023 4567
0300 1239 123
Lines are open:
Mon-Fri 8am-8pm
Sat 9am-1pm
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Finance and Leasing Association (FLA)
If a customer feels that a member firm has not complied with the Business Finance Code, they can contact the FLA and take advantage of the complaints service that it operates.
Guidance on how to make a complaint to the FLA can be found on the FLA website.
Contact details
Business Finance Code Enquiries
Finance & Leasing Association
Imperial House
8 Kean Street
London WC2B 4AS
Fax: 020 7420 9600
Email: business.finance@fla.org.uk.