How we look after our customers and handle any concerns
We work hard to give every customer a fair, friendly and honest experience, whether you're buying a car, applying for finance or simply asking us a question. We know that buying a car can feel stressful, especially if you've had difficulties with credit in the past, and we never want anyone to feel judged when they deal with us.
Even so, we know that sometimes things go wrong. If you're unhappy with any part of our service, we want to hear about it so we can put things right and learn from it. Raising a concern will never affect how we treat you.
You can raise a complaint by phone, by email or in writing using the details in the Contact Us section below. Whichever way you get in touch, your complaint goes to our Customer Care Team and is handled in the same way.
To help us look into things quickly, it's useful if you can include:
Once we receive your complaint, a member of our Customer Care Team will acknowledge it and explain how we plan to investigate. We'll include a copy of our complaints handling procedure for your reference.
We'll look into your complaint carefully, fairly and impartially, taking into account all of the available evidence and your own circumstances. We may need to ask you, or any third party involved, for more information along the way. Your help with this means we can reach an answer sooner.
If we find that we've got something wrong, we'll offer fair redress. This won't always be financial. It might be an apology, a repair to the vehicle or another practical step to put things right.
We aim to acknowledge every complaint within three working days of receiving it. We'll keep in touch while we're looking into it, and you're welcome to ask us how things are progressing at any time.
We'll send you our Final Response in writing or by email within 8 weeks. If we haven't been able to finish our investigation by then, we'll write to explain why and give you an idea of when we expect to reply.
Please raise any complaint as soon as you can. We may decline to investigate a complaint made more than 6 years after the event, or more than 3 years after you became aware (or ought reasonably to have become aware) of a reason to complain. We'll always consider any exceptional circumstances that explain a delay.
If you're unhappy with our Final Response, or we've had 8 weeks to consider your complaint without sending one, you may be able to refer it to the Financial Ombudsman Service. The Ombudsman is free to use and independent. They look at disputes between consumers and financial businesses.
You'll need to contact the Ombudsman within 6 months of the date of our Final Response. The Ombudsman doesn't cover every service we provide. If we think that applies to your complaint, we'll tell you in our Final Response, and the Ombudsman will make their own decision on whether they can help.
If you'd like to raise a complaint, or ask about one that's already open, please get in touch with our Customer Care Team. We'll listen, and we'll be straight with you about what happens next.
You'll find our opening hours and other ways to reach us on our Contact Us page.
