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 commissions complaints
As a responsible lender we're committed to applying the FCA’s principle of Treating Customers Fairly in all areas of our business activities to achieve the following outcomes:
Our customers can be confident that they're dealing with a company where the treatment of customers is central to our corporate culture.
Our products and services are designed to meet the needs of identified consumer groups and are targeted accordingly.
Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Where our customers receive advice, the advice is suitable and takes account of their circumstances.
Our customers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard.
Our customers do not face unreasonable post-sale barriers imposed by us to change a product, switch provider, submit a claim or make a complaint.
We're also a member of the Finance and Leasing Association (FLA) and follow the FLA Lending Code. This code sets out standards of good practice for the finance industry and provides our customers with reassurance that they're dealing with a reputable organisation.
We work with over 5,300 dealer and broker partners to offer flexible finance solutions to our customers. If you enter into a credit agreement with us, we will typically make a payment to the dealer or broker for arranging the finance for you.
At your request, the dealer or broker must disclose the likely, or known, amount they will receive for arranging finance for you.
Should you have a complaint, or if you're dissatisfied in any way, please contact us and we will either be able to help resolve the issue for you or refer it on to our complaints department on your behalf.
Call us on:0333 321 6060
0333 321 6060
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