The redress scheme is designed to be accessible for all customers, including those with additional needs. We aim to keep the process clear and straightforward and communicate in a way that takes your circumstances into account. Our customer support team can help with additional needs and specific requirements throughout the claims process. If you need […]
If English isn’t your first language, or you find it difficult to understand or communicate in English, you can use translators or translation tools to help. If you need to speak to us by phone, you can ask someone to help you.
All genuine redress scheme communications will include a unique reference number and communications will also include key agreement details such as the agreement number. You can check that communications are real by: We will never ask for full passwords or bank details by email or text.
Customers not due redress If you have raised a complaint and are not owed compensation under the scheme, we will write to you by If you complain after these dates, and are not owed compensation, we will write to you within 5 months of receiving your complaint. Customers due compensation Several organisations are challenging the […]
We will only get in touch with: Because of the legal challenge to the redress scheme, certain parts are suspended and we are waiting for further information as to when we are required to contact you if you are due compensation and have not previously complained. Even if you haven’t heard from us, you can […]
If you’re still unhappy after receiving our final response, you can refer your complaint to the Financial Ombudsman Service (FOS), which is independent and free to use for consumers. The FOS is an independent organisation in the UK that is responsible for resolving disputes between consumers and financial services providers.
We are committed to treating customers fairly and providing a positive experience throughout the redress scheme. If you’re unhappy with any part of the claim process, please let us know so we can try to put things right. You can contact our Motor Finance Commissions Redress Complaints team at [email protected] They will discuss and investigate […]
If your agreement had a 0% interest rate, it will not be eligible for compensation under the redress scheme. The Financial Conduct Authority (FCA) considers that customers paying no interest would not have been disadvantaged by undisclosed commission arrangements.
If the commission on your agreement was The Financial Conduct Authority (FCA) considers commission at these levels unlikely to have affected the fairness of the agreement.