Call 01892 822000
How to make a complaint
We're committed to providing you with the best possible products and services. But in the unfortunate circumstance that you have a complaint; please get in touch with us straight away in any of the following ways:
By post to:
Customer Care Department
Motor Finance 4u
2 Hawkwell Barn, Maidstone Road
Tunbridge Wells
Kent
TN2 4AG
By phone: 01892 822000
By e-mail: customercare@motorfinance4u.com
We will acknowledge receipt of the complaint within 5 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time period. In any event we will respond to your complaint in full within 8 weeks.
On the 11th January 2024, the Financial Conduct Authority (FCA) announced a pause on complaints relating to discretionary commission arrangements across the motor finance industry.
Any complaints of this nature now fall outside the typical 8-week resolution deadline and will be paused until 25th September 2024 to allow the FCA time to review.
Further information can be found here https://www.fca.org.uk/carfinance
You can usually refer a complaint to the Financial Ombudsman Service within 6 months of receiving a final response. For these matters, this has been extended to 15 months if you receive final response between 12th July 2023 and 20th November 2024
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Call from abroad: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
