Service complaints

If you're unhappy with the service you’ve received, we want to make it right. Visit our Service Complaints page for more information.

Once we receive your complaint, it’s important that we fully understand and investigate the cause of your concern. We aim to resolve all complaints a swiftly as possible, and within a maximum of 56 days. For more information, click here.

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.

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:

• You get rejected for future credit applications
• You’re given a smaller credit limit or higher interest rates
• It could affect anyone who is financially associated with you (for example, through a joint bank account or credit agreement) and impact their ability to get credit.

If you’re having difficulty making your payments, we’re here to help. Find out more here.

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.

It can take up to 6-8 weeks for new/updated account information to appear on your file.

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:

• Visiting their website
• Calling 0800 023 4567
• Emailing complaint.info@financial-ombudsman.org.uk

Or, writing to them at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

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:

• Visiting their website
• Calling: 020 7836 6511
• Faxing 020 7420 9600
• Emailing info@fla.org.uk

Or, writing to them at: Finance & Leasing Association, 3rd Floor, 11 Ironmonger Lane, London, EC2V 8EY