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Complaints Procedure

COMPLAINTS

We pledge to:

  • - Thoroughly investigate your complaint and address it promptly within our control.
  • - Keep you informed of the progress throughout the process.
  • - Make every reasonable effort to assist you in resolving the issue.

HOW TO CONTACT US

If you have a complaint, please reach out to us through any of the following channels:

  • - Email: [email protected]
  • - Phone: 0113 531 0130
  • - Postal Address: 110 Gelderd Rd, Leeds, LS12 6BY

WHEN CONTACTING US

When filing a complaint, please provide:

  • - Your name and address (including email, if preferred).
  • - Vehicle registration number.
  • - A contact phone number, along with preferred times for communication.
  • - A clear description of the complaint.
  • - Your desired resolution.

If you've appointed someone to represent you, we'll require your signed authorisation before engaging with them.

OUR PROCEDURE

  • - We strive to resolve complaints promptly and fairly.
  • - If we're unable to resolve your complaint immediately, we'll acknowledge it in writing within five business days.
  • - Your complaint will be assigned to a dedicated handler for prompt, thorough, and impartial investigation.
  • - If your complaint involves a vehicle financed through us, it may be forwarded to the finance company, and you'll be duly informed.
  • - We aim to provide a final response within eight weeks of receipt. If unresolved, we'll explain the delay and provide an expected resolution timeline.
  • - While our procedure is designed to be straightforward, should you require guidance, we're here to assist. However, we're unable to cover any costs incurred from seeking external advice.

INDEPENDENT REVIEW OF YOUR COMPLAINT

The Financial Ombudsman Service offers a free, impartial avenue for resolving disputes with financial service providers. They will assess if they can handle your complaint.

If you choose to involve the Financial Ombudsman Service, please do so within six months of receiving our final response. Failure to do so within this timeframe may limit their ability to intervene.

The Financial Ombudsman Service can only intervene if we've had the opportunity to address your concerns first. Contact us initially, and we'll endeavour to find a resolution together.

Contact Details for the Financial Ombudsman Service:

  • - Financial Ombudsman Service
  • - Exchange Tower, Harbour Exchange, London, E14 9SR
  • - Telephone: 0800 023 4567 (Free from mobile phones and landlines)
  • - 0300 123 9123 (Consumer helpline - Standard call charges apply)
  • - (18002) 0207 964 1000 (Next-generation text relay)
  • - +44 207 964 0500 (Outside the UK)
  • - Email: [email protected]
  • - Website: www.financial-ombudsman.org.uk