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IMPORTANT – Complaints regarding Motor Finance Commission: 

11/01/24 – The Financial Conduct Authority announced that it was taking action regarding historic motor finance business that included the use of Discretionary Commission Arrangements between the lender and the broker.

This action includes a widescale review of past business arrangements, at some lenders, to establish whether consumers have been disadvantaged by these arrangements. In the meantime, the FCA has introduced a pause to the 8-week deadline normally allowed for firms to deal with complaints where there was a Discretionary Commission Arrangement between the lender and the broker.

Find out more.

We will update our complaints process with any new information supplied by the FCA.

Making a complaint:

Refused Car Finance has set out a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.

Call us: 0191 718 0000
Email us: [email protected]

Upon receiving your complaint we will send an acknowledgement receipt within 3 days of receiving it and send written or electronic communication to inform you of how we plan to investigate the complaint, including a copy of this complaint procedure.

We will investigate your complaint impartially and competently.  To complete an investigation we may need to obtain detailed information from you or any third party. To deal with your complaint promptly and thoroughly we may need to ask for your help throughout the investigation. Throughout the investigation, we will keep you informed on the progress of the investigation and you may contact us at any time to enquire about the progress of the investigation.

If the complaint is not resolved within 8 weeks we will send a response, either electronically or in writing, to explain why we have not completed the investigation, or our Final Response.

If more than 8 weeks have passed from the date of the complaint and you haven’t received a response, or you are unhappy with the final response, you can contact the Financial Ombudsman. You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.

Contacting the Financial Ombudsman: 

The Financial Ombudsman is a service that provides free and impartial advice for resolving disputes between financial services and institutions.

Telephone: 0800 023 4567
Website: Financial Ombudsman
Email: [email protected]
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.