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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 25th September 2024 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 final response between 12th July 2023 and 20th November 2024

Complaints Procedure (PDF)