Vehicle finance discretionary commission complaints
The Financial Conduct Authority says some customers may have been charged too much on their vehicle finance before 2021.
Get support with commission complaintsOur Complaints Handling Procedure
Close Brothers Motor Finance, a trading style of Close Brothers DAC, is committed to providing the highest levels of service to our customers. Should you feel in any way dissatisfied with the service you have received from us, we will endeavour to resolve the matter promptly, fairly and efficiently.
The following information summarises the steps we will take in the event that you have a complaint.
If you have a complaint
Close Brothers Motor Finance takes all complaints seriously. If you are unhappy with the service you have received, please contact us on 01 6391333 and we will endeavour to resolve the matter straight away. Alternatively, if you want to write to us, please send your complaint to: Complaints Department, Close Brothers Motor Finance, Swift Square, Building 1, Santry Demesne, Northwood, Dublin 9 D09A0E4.
If we can’t resolve the matter straight away
Some complaints do take a little time to resolve, particularly where we have to liaise with third party suppliers. If we can’t resolve your complaint by the end of the fifth working day following receipt, we will write to you and acknowledge it within 5 working days and confirm who will be dealing with the matter for you.
We will keep you updated regarding the progress of your complaint at intervals of no greater than 20 business days.
Within 40 business days
Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution. Our intended maximum response time for our Final Response is 40 business days; this is in line with regulatory timescales.
In the event that we have been unable to complete our investigation and fully respond to you within 40 business days, we will provide you with an update at that time and inform you when we expect to be able to send you our Final Response.
Clearly we would prefer to resolve any concern you raise with us directly. However, following the issue of our Final Response or the expiry of the 40 business days, you may be entitled to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) should you feel it necessary to do so.
For your information, the FSPO can be contacted at:
3rd Floor, Lincoln House, Lincoln Place,
Dublin 2,
D02 VH29
Tel: 01 567 7000
Email: [email protected]
The FSPO provides a free consumer complaint referral process. Following our complaints process does not affect your right to seek independent legal advice.