Vehicle finance discretionary commission complaints
The Financial Conduct Authority says some customers may have been charged too much on their vehicle finance before 2021.
Get support with commission complaintsResponsible lending
In line with the FCA’s Consumer Duty, we’re committed to demonstrating that we act to deliver good outcomes for customers in all areas of our business.
Customer support
You can be confident that we’re here to help. We make sure you can change a product, switch provider or make a complaint without unreasonable barriers. If we give you advice, we make sure it’s suitable and takes your circumstances into account.
Products suited to needs
Our products and services are designed to meet your specific needs. We conduct regular product reviews to ensure they perform in line with the standards we’ve set for you. And we work closely with our dealer and broker partners to make sure they sell our products in the way we intend.
Fair price and value
Each year we complete a detailed review of our costs, pricing, benefits and limitations for each of our finance products. This makes sure that the amount you pay is reasonable relative to the benefits and service you receive.
Clear communication
We give our customers clear information that allows you to make effective, timely and properly informed decisions about our financial products and services. We keep you updated before, during and after your vehicle buying process.
Member of the Finance and Leasing Association (FLA)
We're a member of the Finance and Leasing Association (FLA) and follow the FLA Lending Code. This code sets out standards of good practice for our industry and gives you reassurance that you’re dealing with a reputable organisation.
Entering into a credit agreement with us
We work with over 5,300 dealer and broker partners to offer you flexible finance solutions. If you enter into a credit agreement with us, we will typically pay the dealer or broker for arranging the finance for you.
If you ask them, the dealer or broker must tell you the payment amount they’ll receive for arranging finance for you.
Customer complaints
If you have a complaint, or if you're dissatisfied in any way, please contact us. We’ll either be able to help solve the issue for you or refer it on to our complaints team for you.
Call us on:
0333 321 60600333 321 6060
Lines are open:
9:00am - 5:00pm, Monday to Friday (excluding UK bank holidays)