How to complain

Support Site

At MotoNovo Finance we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible.

Vehicle Quality Complaint

Should you not be satisfied with the quality of your vehicle, please click here, complete the form and submit with any supporting documentation you may have. 

For vehicle quality complaints please email: vqt@motonovofinance.com

Service Complaint

Should you not be satisfied with the service you have received from us or with the products you have, please click here, complete the form and submit with any supporting documention you may have.

For service and products complaints please email: customercare@motonovofinance.com  

PPI Complaint

Should you have a complaint about the sale of a Payment Protection Insurance policy, please click here, complete the form and submit it with any supporting documentation you may have.

For PPI complaints please emai: customercare@motonovofinance.com  

 

What you can do if you're not satisfied with the response to your complaint

We always want to be able to resolve your concerns. If you feel that our response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do. However, where you are not satisfied with our final response or 8 weeks have passed since you first raised your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (you will have 6 months from the date of our final response to refer your complaint to them).

The Financial Ombudsman Service contact details are:

Tel:        0800 023 4 567 or 0300 123 9 123

Web:      www.financial-ombudsman.org.uk

Email:    complaint.info@financial-ombudsman.org.uk

Post:      The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

 

You can also refer your complaint to the Finance & Leasing Association Arbitration Scheme.

The Finance & Leasing Association contact details are:

Email:   compliance@fla.org.uk 

Post:    FLA Arbitration Scheme, 15-19 Kingsway, London, WC2B 6UN.

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