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 complaintsHow to complain
If you feel let down, we’d like to know so we can try to put things right
We want you to be happy with your vehicle and the finance we provide. If you have feedback, we’d like to hear from you so we can keep improving our service.
For example: based on customer feedback, we’ve re-written our customer emails and letters to make them easier to understand.
We promise to work with you and our partners to get to a fair outcome quickly.
Vehicle finance discretionary commission complaints
The Financial Conduct Authority says some customers may have been charged too much on their vehicle finance before 2021.
Is there something wrong with your vehicle?
Speak to your dealer first so they have the chance to put things right, this is often the quickest and easiest way to resolve the issue.
How to make a complaint
STEP 1
Get in touch
0333 321 6060
Call us between 9:00am and 5:00pm, Monday to Friday.
This is the quickest way to get support. Our specialist team will be able to help you immediately. If you do need to raise a complaint, you’ll get a copy of it by email.
What to include when making a complaint?
When you call us we'll need your:
- Name and address
- Vehicle registration
- Finance agreement number (it’s written on most of the communications we’ve sent to you and looks like 12-123456)
- Details about your complaint and how it’s affected you
- The resolution you are looking for
The information you give us can make a big difference, especially if you have a problem with your vehicle. Read the good evidence tips for help with this.
- If you wish to make a vehicle finance commission complaint: commission.complaints@closebrothers.com
- If there’s something wrong with your vehicle: motorquality@closebrothers.com
- If you’re unhappy with the service you have received: complaintsMF@closebrothers.com
We’ll reply to you within 5 working days.
What to include when making a complaint?
So that we can get back in touch with you, we’ll need your:
- Name and address
- Vehicle registration
- Finance agreement number (it’s written on most of the communications we’ve sent to you and looks like 12-123456)
- Phone number and any times to avoid calling you
- Email address for us to contact you on
- Details about your complaint and how it’s affected you
- The resolution you are looking for
Share as much information to support your complaint as you can, so we can support you as quickly as possible. You could include things such as; photos, a timeline of events, and copies of letters or emails with the dealer.
The information you give us can make a big difference, especially if you have a problem with your vehicle. Read the good evidence tips for help with this.
If you’d prefer to write to us, send your complaint to:
Complaints Department, Close Brothers Motor Finance,
Roman House, Roman Road,
Doncaster, DN4 5EZ
Once we receive your letter, we’ll reply to you within 5 working days.
What to include when making a complaint?
So that we can get back in touch with you, we’ll need your:
- Name and address
- Vehicle registration
- Finance agreement number (it’s written on most of the communications we’ve sent to you and looks like 12-123456)
- Phone number and any times to avoid calling you
- Email address for us to contact you on
- Details about your complaint and how it’s affected you
- The resolution you are looking for
Share as much information to support your complaint as you can, so we can support you as quickly as possible. You could include things such as; photos, a timeline of events, and copies of letters or emails with the dealer.
The information you give us can make a big difference, especially if you have a problem with your vehicle. Read the good evidence tips for help with this.
STEP 2
We'll investigate your complaint
Our specialist team will look into your complaint as quickly as possible.
We’ll give you a call within 5 working days to discuss your complaint further. If we can’t get through, we’ll leave a voicemail and follow up with an email. If we still don’t hear back from you after 14 working days, we’ll close your complaint and stop looking into the matter.
When we call you, we’ll let you know if we need more time to continue with our investigation. We’ll also update you after 4 weeks if we’re still looking into your complaint.
STEP 3
Our final response
When we’ve finished looking into your complaint, we’ll call you and send you a letter to tell you the outcome of your complaint. You might hear it called a final response letter.
This letter gives you information on the outcome of our investigation, what we considered in our investigation, and any next steps. It will also explain what to do if you’re unhappy with our response.
We try to reach a conclusion as quickly as possible, but it can take up to 8 weeks.
For complex complaints, we may need a little longer to give you a final response. If this happens, we’ll give you a written update and tell you how much longer we think we need.
Get in touch about an existing complaint
We send you an email when you first raise your complaint with us. This tells you who to contact for updates and is the quickest way to get help.
Alternatively, you can contact our customer service team on 0333 321 6060.
When we call you, you may not recognise our number, or it could be withheld. We’ll always quote your complaints reference number so you can check who we are.
Your options if you’re unhappy with your complaint
If you’re not happy with the outcome of your complaint or you’d like further support, you can contact the Financial Ombudsman Service (FOS). They provide a free, independent service.
You can contact the FOS at any time, but they will ask for our permission to investigate if:
- You haven’t complained and given us the chance to put things right first
- You have complained to us, but we haven’t given you our Final Response and we are still within our timelines
Contact the FOS
Phone: 0800 023 4567
Write to them: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Our complaints policy
For more information on our complaints handling procedures you can download a copy of our complaints policy.