Treating customers fairly

Responsible lending

Close Brothers Motor Finance is a trading style of Close Brothers Limited (‘CBL’). CBL is authorised by The Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. As a responsible lender we are 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 are 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 are 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 are dealing with a reputable organisation.

Download the FLA Lending Code

Customer complaints

Should you have a complaint, or if you are dissatisfied in any way, please contact us on 0333 321 6060 and we will either be able to help resolve the issue for you or refer it on to our complaints department on your behalf.

Download our complaints handling procedure (28KB) for further information.

Complaints relating to Finance agreements and Insurance policies written after 01.01.13 are stated in customer complaints data for Close Brothers Limited.

• Customer complaints data for CBL for the reporting period 1st February 2019 – 31st July 2019 (91KB)
• Customer complaints data for CBL for the reporting period 1st August 2018 – 31st January 2019 (257KB)
• Customer complaints data for CBL for the reporting period 1st February 2018 – 31st July 2018 (96KB)
• Customer complaints data for CBL for the reporting period 1st August 2017 – 31st January 2018 (96KB)
• Customer complaints data for CBL for the reporting period 1st February 2017 – 31st July 2017 (152KB)
• Customer complaints data for CBL for the reporting period 1st August 2016 – 31st January 2017 (152KB)
• Customer complaints data for CBL for the reporting period 1st February 2016 – 31st July 2016 (54KB)
• Customer complaints data for CBL for the reporting period 1st August 2015 – 31st January 2016 (152KB)
• Customer complaints data for CBL for the reporting period 1st February 2015 – 31st July 2015 (113KB)
• Customer complaints data for CBL for the reporting period 1st August 2014 – 31st January 2015. (113KB)
• Customer complaints data for CBL for the reporting period 1st February 2014 – 31st July 2014. (111KB)
• Customer complaints data for CBL for the reporting period 1st August 2013 – 31st January 2014. (111KB)
• Customer complaints data for CBL for the reporting period 1st February 2013 – 31st July 2013. (111KB)

Complaints relating to Finance agreements and Insurance policies written before 01.01.13 are stated in customer complaints data for Close Motor Finance Limited.

• Customer complaints data for CMF for the reporting period 1st August 2017 – 31st January 2018 (111KB)
• Customer complaints data for CMF for the reporting period 1st August 2014 – 31st January 2015 (111KB)
• Historical customer complaints data relating to Close Motor Finance Limited.