Managing your finance

How to Complain About Your Car Finance

How to complain about your car finance — to the lender first, then the Financial Ombudsman.

IndependentWe sell no financeNo commissionMaths based on FCA rules & the Consumer Credit Act 1974

To complain about car finance, write to your lender first setting out what went wrong and what you want fixed; if they don't resolve it within eight weeks, you can escalate free to the Financial Ombudsman Service. Complaining is always free.

This works for poor service, unfair charges, mishandled payments and mis-selling. You never need to pay a claims firm to complain on your behalf.

How do you complain about car finance?

Start by complaining directly to your lender in writing, clearly stating the problem and the outcome you want. The lender must investigate and respond.

Most complaints are resolved at this stage. If yours is about hidden commission or mis-selling, see how to claim compensation yourself and the free letter template.

How to make a complaint, step by step

Put your complaint in writing, give the lender a chance to respond, then escalate if needed. Follow these steps.

Write to your lender: explain what went wrong, with dates, and what you want.
Keep copies of everything, including emails and letters.
Give the lender up to eight weeks to send a final response.
If you're unhappy with the response, or get none, take it to the Financial Ombudsman Service.
Submit your complaint to the Ombudsman within six months of the lender's final response.

Escalating to the Financial Ombudsman

The Financial Ombudsman Service settles complaints between you and your lender for free, and its decisions are binding on the lender. You can use it once the lender has had its chance to respond.

The Ombudsman is independent and doesn't take a cut of any award. You have six months from the lender's final response to bring your complaint. There's no need for a claims-management company — you keep 100% of anything you're owed.

It's free to complain

Complaining to your lender and the Financial Ombudsman costs nothing. Claims firms charge a fee for doing what you can do yourself for free.

Complaining about mis-sold finance

If your complaint is about hidden commission or a mis-sold agreement, the same free route applies — lender first, then the Ombudsman. You may be owed redress.

The car finance mis-selling scandal is covered in the scandal explained. You can estimate your position with the compensation estimator — it's an estimate, not a promise, and you can claim free yourself.

Frequently asked

How do you complain about car finance?

Complain to your lender first, in writing, setting out what went wrong and the outcome you want. If they don't resolve it within eight weeks, or you're unhappy with the response, you can escalate free to the Financial Ombudsman Service.

Is it free to complain about car finance?

Yes. Complaining to your lender and to the Financial Ombudsman Service costs nothing. You never need a claims-management company, which would charge a fee for doing what you can do yourself for free.

How long does a car finance complaint take?

Your lender has up to eight weeks to send a final response. If you then escalate to the Financial Ombudsman, it can take several months, depending on how busy the service is and how complex the complaint is.

What can you complain about with car finance?

Poor service, unfair charges, mishandled payments, and mis-selling such as hidden commission. The same free route — lender first, then the Ombudsman — applies to all of them, and the Ombudsman's decision is binding on the lender.

Work out your next step

Independent calculators — pick the one that fits your situation.

How do you complain about car finance?

Start by complaining directly to your lender in writing, clearly stating the problem and the outcome you want. The lender must investigate and respond.

Most complaints are resolved at this stage. If yours is about hidden commission or mis-selling, see how to claim compensation yourself and the free letter template.

How to make a complaint, step by step

Put your complaint in writing, give the lender a chance to respond, then escalate if needed. Follow these steps.

Write to your lender: explain what went wrong, with dates, and what you want.

Keep copies of everything, including emails and letters.

Give the lender up to eight weeks to send a final response.

If you're unhappy with the response, or get none, take it to the Financial Ombudsman Service.

Submit your complaint to the Ombudsman within six months of the lender's final response.

Escalating to the Financial Ombudsman

The Financial Ombudsman Service settles complaints between you and your lender for free, and its decisions are binding on the lender. You can use it once the lender has had its chance to respond.

It's free to complain

Complaining to your lender and the Financial Ombudsman costs nothing. Claims firms charge a fee for doing what you can do yourself for free.

Complaining about mis-sold finance

If your complaint is about hidden commission or a mis-sold agreement, the same free route applies — lender first, then the Ombudsman. You may be owed redress.