We try to make your experience the best it can be, but sometimes things go wrong. If you have a concern, query, or complaint, please contact us using any of the options below.
If a complaint (or any part of it) is the responsibility of another regulated firm (e.g., a lender) or the Supplying Dealer, we will:
We follow the FCA’s temporary rules for handling DCA complaints (11 Jan 2024 changes), including extended timeframes, record-keeping and fair redress assessments. See our public DCA information and the FCA’s guidance; our case handlers will explain what evidence we’ll need and timelines that apply.
We may decline to investigate complaints made more than 6 years after the event, or 3 years from when you first knew (or could reasonably have known) you had cause to complain. We will always consider exceptional circumstances. You must refer to FOS within 6 months of our Final Response.
We keep a Complaints Register, analyse root causes across customer segments and products, and take corrective action to prevent recurrence, including communications, training, and process changes. We report and cooperate with the FCA/FOS as required.
Tell us if you need extra support (e.g., large-print letters, third-party representative, language needs). We’ll make reasonable adjustments and prioritise fair outcomes for vulnerable customers.
We’ll use your information to log, investigate, update and resolve your complaint, and where appropriate share details with relevant third parties (e.g., lender, Supplying Dealer, FOS) strictly for complaint handling and fraud prevention. See our Privacy Policy and Data Protection Policy for your rights, retention (generally up to 6–7 years), and how to contact our data lead.
We log it, assign a reference, and decide whether it can be resolved within 3 business days (SRC). If not, we acknowledge and investigate, keeping you updated. We aim to issue a Final Response within 8 weeks.
Fairly and promptly. Outcomes may include an apology, vehicle remedy via the dealer, process correction, or financial redress (with interest where guidance requires). We’ll explain our decision and your right to FOS.
Start with the Supplying Dealer (your statutory rights lie with the seller). If you still need help, contact us and we’ll liaise with them and/or your lender as appropriate.
We’ll send 20-day and 40-day updates where appropriate and explain why more time is needed and when you should expect the Final Response.
You can go to the Financial Ombudsman Service (free and independent). You must do this within 6 months of our Final Response or after 8 weeks if we haven’t issued one.