Vehicle Complaints
What to do if you have issues with your vehicle
If you’re having issues with your vehicle, please speak to your dealer first. This is usually the quickest way to find a solution.
If this isn’t possible, or you’re not happy with the outcome, you can make a complaint to us.
Before you make a complaint
We need any evidence you have to support your complaint. This could be an independent inspection report or a diagnostic report for example.
If you’ve had the vehicle for more than 6 months you'll need to give us supporting evidence to prove that the issue was there, or developing, when you bought it. We can't progress your complaint without supporting evidence.
Make a complaint about your vehicle
Logging your complaint with the secure online form will take you about 10 minutes.
If you call us, it'll take 50 minutes to log your complaint once you get through to an advisor.
-
This is the quickest and easiest way to make a vehicle complaint. Just make sure you have everything you need with you before you start. You'll need your vehicle registration, agreement number, and information about your complaint.
You can only use the secure form if you're up to date on your payments.
To use the secure online form, you'll need to log in.
- If you’re already registered for an online account, go to the secure online form.
- If you’re not registered for an online account, register now. After you’ve registered and logged in, the secure online form is in the Help Centre, and then Get in Touch.
Please don’t use the secure online form to raise a complaint about motor commission.
Using the online form to raise a complaint about motor commission will direct it to the wrong department. Please use our commission complaints form to make a commission complaint.
-
Call us on 0344 824 8888.
It'll take 50 minutes to log your complaint once you get through to an advisor.
Make sure you have everything you need before you call. You'll need your vehicle registration, agreement number, and information about your complaint.
It's much quicker to use our online secure form to make a complaint. It only takes about 10 minutes.
-
Write to us at:
Customer Complaints Department
St William House
Cardiff
CF10 5BHMake sure you include your vehicle registration, agreement number and information about your complaint.
We’ll send confirmation that we’ve got your complaint within 5 working days of receiving it.
Resolving your complaint
Under our terms and conditions, we may suggest:
- repairing the vehicle
- a partial refund
- price reduction, or
- the right for you to reject the vehicle and get back your deposit with any finance payments made.
You can do this directly with your vehicle retailer.
Common questions about vehicle complaints
-
We’ll send you confirmation that we’ve got your complaint within five working days of receiving it. A dedicated member of our team will look after your case and be in touch with you.
We may ask an independent engineer to inspect your vehicle. This will be part of our investigation. They’ll contact you to arrange a convenient time once we’ve asked them to do an inspection. It can be at your home address or at a garage. You can be there during the inspection if you want to.
The independent engineers may need to:
- complete a physical inspection
- scan the on-board computer
- note any faults found, take photos where needed
- test drive your vehicle
After the inspection, the engineer will send their report to us. We’ll tell you and your dealer when we get it. The report, and any other information you or the dealer give us, will help us decide your complaint.
-
We recommend that the dealer who supplied your vehicle does the repairs. If you’d like to arrange the repairs yourself, please discuss this with the team.
If you get any repairs done before we inspect the vehicle, we may not cover any of these repair costs.
-
You aren’t entitled to a courtesy car while we investigate your case, or your vehicle is being repaired. But you could ask your dealer if they can give you one. We may contribute towards a hire car or public transport costs, depending on your case.
-
We’ll try to resolve your complaint as quickly as we can. We’ll update you along the way.
Some complaints are quicker to resolve than others, depending on how complicated they are.
We’ll work towards getting your complaint resolved within 8 weeks.
-
If there’s an issue with something other than your vehicle, let us know and we’ll try to resolve it as quickly as possible.
You can call us on 0344 824 8888 or visit our complaints page for more information.
-
If you’re still not happy with the outcome, please tell us to see if there is anything else we can do.
You can also ask for your complaint to be independently reviewed by the Financial Ombudsman Service.
Visit the Financial Ombudsman Service online.
Call them on 08000 234 567.Or write to them at The Financial Ombudsman Service, Exchange Tower, London E14 9SR.