How do I make a complaint?
Most comments or complaints are best dealt with by the area most closely involved, so please contact the relevant service provider directly.
This could be:
- RAC(opens in a new window)
- Direct Line Motability (DLM)(opens in a new window)
- Kwik Fit(opens in a new window)
- or your dealer.
If you’re unsure about the area you need to speak to, please call our customer services team on 0300 456 4566.
We prefer to talk to you so we can try to resolve your complaint as quickly as possible, so please include your contact details if you email us or write to us.
We’ll always try to resolve your comment or complaint straight away. If this is not possible, we’ll fully investigate and aim to resolve your issues as quickly as we can. We’ll keep you updated on our progress.
If you tell us you’d prefer us to write back to you, we’ll send you written acknowledgement of your complaint, usually within four working days.
We aim to give you our final response within eight weeks.
If you’re not happy with how your complaint has been handled or concluded, or eight weeks have passed and you feel we have not responded appropriately, you can refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Appeals
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk(opens in a new window)