If you’re experiencing any vehicle issues, contact your dealership who will work with you to find a solution. If you’re not happy with the outcome and need support from us please complete our Complaints Webform and we'll be in touch as soon as possible. For more information, click here.
Unfortunately we cannot transfer finance to another vehicle. The finance agreement would first need to be settled. Following this, you would need to apply for new finance through our dealership partners.
You can submit a complaint and a complaint handler will be assigned to you to discuss your options further.
If you’re returning your vehicle within 30 days, we’ll ask for proof that the fault was present at the time of sale. If you’re raising a complaint more than 6 months after receiving your vehicle, in line with the law, you must prove that the faults were present when you bought the vehicle. For more information, click here.
Once you've raised your complaint, a complaint handler will be assigned to your case and contact you. As part of the investigation, we may ask an independent engineer to inspect your vehicle. We currently use Automotive Consulting Engineers Ltd (ACE LTD) and Scotia. They will aim to contact you within 48 hours from the date of instruction to arrange a convenient time and place for the inspection to take place (this can be at your home address or at a garage). You can be there while the inspection is being carried out, if you wish.
As well as a physical inspection, they may need to scan the on-board computer, note any faults, take photos where needed and take your vehicle for a test drive.
All findings will be sent in a report directly to us. Once we’ve received it, we’ll contact you and the dealership. We’ll use the report alongside any information you/the dealership has supplied to ensure a fair outcome.
We aim to resolve your complaint as soon as possible and will keep you updated along the way. We aim to get everything resolved within 56 days at the latest. Find out more here.
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. Find out more.
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’ve been in contact with the dealership and are happy with the agreed resolution, please contact us so we can update our investigation and support you with the next steps.
This can depend on the nature of the fault and the parts required to fix it. If you’ve been unable to schedule an appointment for repairs and it’s been more than 10 days, please contact your assigned complaint handler for support.
Please contact your assigned complaint handler who will be able to help you further.
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.
Throughout our investigation, we’ll keep you updated with the progress of your complaint through letters or calls if needs be. We’ll also send you the name and contact details of your complaint handler so you can raise any queries with them.
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:
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:
Or, writing to them at: Finance & Leasing Association, 3rd Floor, 11 Ironmonger Lane, London, EC2V 8EY