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.
 

Supporting evidence of a fault with your vehicle

To resolve your complaint more quickly, please send us any evidence to support your complaint.

In line with the Consumer Rights Act 2015, if you’ve had the vehicle for more than 6 months, you need to give us evidence (such as independent inspection report or a diagnostic report) within 21 days of raising your complaint, to prove that the issue was there, or developing, when you bought it, or we'll write to you confirming we’ve not upheld your complaint and will close your file.

Make a complaint about your vehicle

  • You can make a complaint in your online account and it takes less than 10 minutes. 

    If you already have an online account:

    Log in

    If you don't have an online account:

    Register

    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. 

    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.

    Make a commission complaint

     

  • Write to us at:

    Customer Complaints Department
    Tredegar Park
    Pencarn Way
    Coedkernew
    Newport
    South Wales
    NP10 8SB

    Make sure you include your vehicle registration, agreement number and information about your complaint. 

     

 

Our telephony colleagues are here to help customers with additional support needs only (such as a disability, neurodivergence, or other support needs) and customers who can't access our online services.

Please only call us if you have specific support needs or you can't access your online account.

Call us on 0344 824 8888. Lines are open 9am to 5pm, Monday to Friday.

If you call us, it'll take 45 minutes to log your complaint once you get through to an advisor.

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.