Complaints & Feedback

You should firstly discuss any complaint with the Manager of the branch you are dealing with who will work with you alongside our customer care department to resolve the issue.

We’re sorry that we have not met your expectations and that you’re not happy with our service.

By making a complaint, you’re giving us the opportunity to investigate and improve our services for you and for everyone.

You can contact us by telephone, email or post choosing from one of the following options to ensure your complaint is handled by the right dedicated complaints handling team;

Vehicle Complaints

Email Us:

Write to Us:

Customer Care, Glyn Hopkin Head Office, 279 – 289, London Road, Romford, Essex RM7 9NP

Finance / Insurance Complaints

Email Us:

Write to Us:

Customer Care, Glyn Hopkin Head Office, 279 – 289, London Road, Romford, Essex RM7 9NP

Complaints regarding data

If you need to contact us about this notice or an matters relating to the personal information we hold on you.

Write to:

Customer Care, Glyn Hopkin Head Office, 279 – 289, London Road, Romford, Essex RM7 9NP


Email Us:

The Motor Ombudsman

Alternatively, we confirm that we are also a member of The Motor Ombudsman (TMO), which is another free alternative dispute resolution service. To contact TMO, please use the following contact details:

Address: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN United Kingdom


Telephone: 0345 241 3008


We value all our customers and aim to provide a first-class service at all times, including in complaints handling. This page outlines our complaints handling process for finance and insurance complaints which are products regulated by the Financial Conduct Authority (UK) and the Central Bank of Ireland (Republic of Ireland).

All complaints received are treated with confidentiality and in accordance with the requirement of data protection legislation.

We will always strive to investigate and resolve your complaint promptly and fairly and as a minimum, we will ensure that we:

  • Acknowledge your complaint in writing within 5 working days of receipt
  • Investigate your complaint fully and impartially obtaining all information as necessary
  • Within 8 weeks we will write to you with either a final response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.
  • Our final response to you will set out our final view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint. In both circumstances, we shall provide a full explanation of how we have reached a decision.

If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to one of the following free services:

UK: The Financial Ombudsman Service (FOS)

− Address: Exchange Tower, London E14 9SR
− Tel: 0800 023 4567 or 0300 123 9123
− E-mail:
− For more information please visit

Republic of Ireland: Financial Service and Pensions Ombudsman (FSPO)

− Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29,
− Tel: +353 1 567 7000,
− E-mail:
− For more information please visit