Commission complaints
Find out how to raise a discretionary commission arrangement complaint here.
Motor Finance Commission Complaints:
For the latest information and to make a complaint, visit our dedicated page:
Find out how to raise a discretionary commission arrangement complaint here.
If something hasn't met your expectations, we want to hear from you.
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Whether you need an update on your existing complaint or need to provide evidence, click the link below.
Once we’ve received your complaint, it’s important that we fully understand and investigate the cause of your concern. We aim to get everything resolved within 56 days*. A dedicated complaint handler will be assigned to your case and will keep you updated throughout.
*For information on Discretionary Commission Arrangement complaints, see: Motor Finance Commission Complaints
We’ll work with you to investigate your complaint and bring about an early resolution. If we successfully resolve your complaint within the first 4 days, we’ll send you a summary of the outcome.
If we can’t resolve your issue straight away, we may need more time to look into it further. We’ll keep you updated with the steps we’re taking and will work with you if we need further information.
If your complaint is not resolved within 4 weeks, we’ll write to you to explain why the issue is yet to be resolved and when you can expect to hear from us again.
We aim to resolve all complaints within a maximum of 8 weeks. If we haven’t provided you with a final response after 8 weeks, we’ll write to you to explain the reasons for the delay, provide you with escalation rights, and let you know when you can expect our final response. If you’re unhappy with our final decision, you have the right to refer your complaint to the Financial Ombudsman Service.
If you’re unhappy with our final decision, you can refer your complaint to the Financial Ombudsman Service. This service is free of charge and offers an impartial assessment.
Please note that if you haven't raised your complaint with us first, you won't be able to approach the Ombudsman directly.
Upon our response to your complaint, we'll provide you with information on how to reach out to the Ombudsman for further review.