The scheme does not cover some finance agreements where the amount borrowed was particularly high. The FCA sets a limit for each year, which is designed to exclude only the highest-value finance agreements (around the top 0.5% by value for that year). The amount financed under your agreement was above the limit for the year […]
If you are satisfied with our decision, you don’t need to do anything. However, if you want to let us know that you accept our decision, please let us know by phone or email. We will then send you an email confirming that we have received and recorded your acceptance. Please be aware that by […]
The Financial Ombudsman Service (FOS) is an independent organisation in the UK that acts as a neutral third party. Their job is to help resolve disputes between consumers and financial services companies. The FOS is free to use for consumers. If you’re unhappy with our final decision about your claim under the redress scheme rules, you have […]
If you object to your outcome, you’re asking us to look at your complaint again. We’ll ask you to provide any further information or supporting evidence within 1 month. We’ll then review this information and reconsider your complaint. If you decline your outcome, we’ll close the claim relating to your agreement and won’t review it […]
Under the scheme rules, you can’t object to our decision if your agreement isn’t covered by the scheme. We’ve provided our full and final response to your complaint in our outcome letter. If you disagree with our decision, you can still refer your complaint to the FOS.
If your agreement is not covered by the Scheme, for example because of a settled court case, cancellation or withdrawal, a previous FOS decision, no commission being paid, or the agreement being classified as high value, the redress determination letter sent to you is our final response on your complaint. You do not have the […]
If your agreement is determined to have had a 0% APR, you have the right to raise a formal objection to our provisional redress decision directly with us. Once you have told us you wish to raise an objection, you have one month to provide us with further information and any evidence that supports your […]
If you chose to accept the decision, this will be in full and final settlement of this matter. This means that we consider your claim with Santander Consumer to be settled and that you are in agreement with the outcome we have reached. You will not be able to pursue this matter via alternative routes.
APR stands for annual percentage rate and is a measure of the cost of finance. A 0% APR agreement means there were no borrowing charges included in the finance you took out. You paid no interest on the amount you borrowed.