Customer Complaints Policy

Upon receipt of your complaint our Complaints Manager will initiate a full impartial, diligent and competent investigation.

Our investigation will include:

  • A full assessment of the nature of your complaint
  • If a third party is involved (such as the dealership or lender) a detailed response will be requested
  • How the complaint can be resolved
  • If the complaint shall be upheld and if any action or redress is required to you.

All evidence gathered will be assessed fairly in line with the Financial Ombudsman service guidance in order for us to make a decision regarding your complaint.

Upon receipt of your complaint we will issue you with an acknowledgement letter detailing how we will proceed with your complaint and keep you updated at all times.

A final response will be issued within 8 weeks of receipt of the complaint, if we have been unable to resolve the complaint within this timescale for whatever reason we will inform you of our position and why we are not able to make a final response at this time and advise you of when we will be able to provide you with a final response.

If you are dissatisfied with the delay or do not agree with our decision you may refer your complaint to the Financial Ombudsman a leaflet explaining your rights will be enclosed with the documentation we issue to you.