Step-by-Step Guide to Submitting Your Car Finance Complaint

Submitting a claim sounds daunting, but it's actually quite a standardised process. Here is your roadmap to getting it done without paying a third party.

Step 1: Gather Your Details

You'll need:

• Your vehicle registration number.
• The name of the lender (e.g., Black Horse, Santander, MotoNovo).
• Ideally, your agreement number (though lenders can often find you without it).

Step 2: Use a Template

Don't just write an angry email. You need to cite the correct regulations.

• Use our Car Finance Refund Letter to generate a legally robust letter.
• It asks the lender to disclose any discretionary commission and, if present, to refund the difference.

Step 3: Send it Off

Email is usually best as it creates a digital paper trail. Find the "Complaints" email address for your lender (we provide a list of these).

Step 4: Wait for the Acknowledgement

Lenders must acknowledge your complaint promptly. If they don't reply within 8 weeks, you have the right to take your case to the Financial Ombudsman Service (FOS).

Step 5: The Offer

If they accept liability, they will calculate a refund. You can accept it or challenge it if you think it's too low.