So that we can locate your agreement quickly, you need to provide:
When you submit a complaint, we take it seriously. Our team is dedicated to resolving your issue and together, we’ll work with you to find a solution.
Once we receive your complaint, it’s important that we fully understand and investigate the cause of your concern. We’ll be in touch within 5 working days to acknowledge your complaint and aim to get everything resolved within a maximum of 56 days. A dedicated complaint handler will be assigned to your case and will keep you updated throughout.
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.
You still need to make your monthly payments to us even if you’ve raised a complaint. It's important to understand what can happen when you stop making your monthly repayments. Your credit file could be affected, and a poor credit score could mean:
If you’re having difficulty making your payments, we’re here to help. Visit our support pages for more information.
Your complaint handler will keep you updated on the progress of our investigation throughout. Once your case has first been reviewed, we may need to call you to discuss your complaint and get some more details. If we can't reach you by phone, we’ll send an email to the address we have on file which will include the name and contact details of your complaint handler if you need to get in touch. Find out more here.
Please email any documentation to Customercare@motonovofinance.com along with your full name, DOB and vehicle details. Please allow us 3 working days to match your documents with your complaint case.
We aim to process your agreed refund amount to your preferred account within 5 working days but please allow up to 14 days for this to show.
If you're not happy with our final response to your complaint, you have the right to refer it to the Financial Ombudsman Service for review.
You can contact them by:
If you have a non-regulated agreement (this applies to commercial and business customers) and you're not happy with our final response to your complaint, you can contact the Finance and Leasing Association (FLA) by: