How To Make A Complaint

Where we receive a complaint from you, our Customer Care Team will investigate your complaint diligently and impartially.

We’ll look over the following;

• The nature of your complaint.
• Whether any third party is involved in the complaint (such as the dealer that sold your vehicle or a lender).
• How we should resolve the complaint.
• Whether the complaint should be upheld and whether any redress should be paid to you.

Yes, LMO agreements can be settled anytime throughout the agreement by contacting us and requesting a settlement figure.

Upon receiving your complaint, it will be logged and you will be given a reference number. Where a complaint is resolved within three business days, you will receive a Summary Resolution communication, which will inform you of the resolution.

It will also provide you with the Financial Ombudsman Service’s details so you can refer your complaint to them if you do not agree with the resolution. Where investigations continue beyond three business days, the complaint will be promptly acknowledged and a Final Response will be subsequently issued once investigations have concluded.

We’ll keep in touch while we’re looking into your complaint and we’ll be happy to answer any queries you may have about how we’re progressing.

Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed appropriate, this may also include an element of interest calculated in line with relevant guidance.