Please complete our Complaint webform and select My Vehicle from the menu. We'll be in touch as soon as possible.
If you've purchased a vehicle in the UK, it must meet certain standards according to the Consumer Rights Act. All products must be of satisfactory quality, fit for purpose and as described. This means you have the right to ask the dealer to fix any problems.
You should get in touch with the dealer if you think:
If you’re unable to resolve this with the dealership, we’re here to support you.
So that we can locate your agreement quickly, you’ll need to provide:
Please provide as much information as possible to support your complaint so that we can resolve it quickly. Consider including details such as photos, a timeline of events, and any correspondence with the dealer (letters or emails).
For tips on contacting the dealership, what evidence to provide if your vehicle has previously had repairs or you’ve had it longer than 6 months, click here.
When you raise a complaint, you have legal rights based on how long you've been using the vehicle.
Within 30 days of buying the vehicle, you can return it to the dealership and get a refund if you can prove there's something wrong and the vehicle is not of satisfactory quality, fit for purpose and as described. In order to check the issues/faults, we need a diagnostic or mechanical inspection report from any VAT registered local garage. These typically cost between £80 - £250.
Any problem found in the first 30 days is assumed to have been there when you bought it. You can choose to have it repaired if you prefer or you can return it.
If it’s been more than 30 days but less than 6 months since you bought the vehicle, it's assumed the problem was there or developing when you purchased it. To investigate your complaint, we need an inspection by an engineering firm to see if it was a point of sale issue. During this time, we have one chance to repair the vehicle to make sure it’s ’fit for purpose’.
You may be able to ask for a refund if:
If it's been more than 6 months since you bought the vehicle, you’ll need to prove that the problem was there or developing at the point of sale.
We’ll give you the contact information for some independent engineering firms so they can inspect the vehicle and determine if the fault was present at the time of sale. Find out more here.
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 as swiftly as possible and at latest, within 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.
If you need to send any documents to us, please email them to VQT@motonovofinance.com along with your full name, DOB and vehicle details. Please allow us 3 working days to match your documents to your complaint case.
If we need to further inspect your vehicle, we may arrange for an engineer to come out and assess it. We’ll be in touch within 5 working days after receiving the engineering report.
If you have unauthorised repairs carried out on your vehicle, this will take away our opportunity to inspect and understand if the issue(s) / fault(s) were present or developing at point of sale and could affect our ability to place liability.
If you’ve discussed and agreed repairs with the dealership you purchased the vehicle from and there’s no cost to you, you can carry out the repairs without authorisation from us whilst we still investigate your complaint. Once a complaint handler has been assigned to your case, they’ll be in touch but if you have repairs carried out before this, please let us know.
Some dealerships may prefer to choose where the repairs are carried out but we’ll work with you and the dealership to find the best solution.
If you're not happy with our final response to your complaint, you have the right to refer it to the Financial Ombudsman Service.
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: