Complaints Procedure
We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details.
We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to The Motor Ombudsman or The Financial Ombudsman Service for finance related issues.
What will happen next?
- We will send you a response acknowledging receipt of your complaint.
- We will then investigate your complaint. This will normally involve passing your complaint to the Manager of the department with which you dealt or another Senior Manager, who will review your file and investigate your complaint.
- The Manager responsible for dealing with your complaint will then contact you to either discuss the matter over the telephone or invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of us sending you the acknowledgement letter.
- Within five working days of the meeting, the Group Compliance Manager will write to you to confirm what took place and any solutions which have agreed with you.
- If you do not want a meeting or it is not possible, the Group Compliance Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 8 weeks of receipt of the complaint. This will be your Full and Final Response or will explain why we are unable to provide a full and final response at this time and when we expect to provide this.
- We will keep you updated with holding letters if we are unable to resolve the issue quickly.
- If you are still not satisfied, you can then contact:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
OR:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Discretionary Commission Arrangement Complaints
The FCA have announced they are extending the existing pause on complaint handling rules for discretionary commission arrangements (“DCAs”). They now expect to announce the findings of their investigation in May 2025 and have therefore extended the pause on complaints handling to 4 December 2025.
You may have an eligible DCA complaint if:
1. You used car finance to buy a car after April 2007 and before 28 January 2021.
2. A discretionary commission arrangement was operated in relation to your agreement.
If you have an eligible DCA complaint, you will not receive a final response from us within the usual 8-week deadline as the FCA has extended the deadline until 4th December 2025.
If you're unhappy with our final response, you still have the right to take your complaint to the Financial Ombudsman Service (“FOS”). Usually, you would have six months from the date of our final response letter to refer your complaint, however, as a result of the pause to complaint handling, this has been extended by up to 15 months.
For further information, you can visit the announcement on the FCA's website here. To make a complaint to us in relation to a commission arrangement, please email: [email protected].
Please remember to include the registration number of the vehicle and the Chapelhouse location you purchased from.