Last updated: September 2026
The short version
If we have got something wrong, tell us. It costs you nothing, it does not affect your legal rights, and it is the fastest route to having it put right.
By phone: 08000 319139
By email: complaints@financefinity.co.uk
In writing: The Complaints Officer, Motorfinity Group Limited, 3 Northgate Terrace, Northern Road, Newark, Nottinghamshire, NG24 2EU
You do not need to use a particular form of words, and you do not need to put it in writing — telling us on the phone is a complaint and we will treat it as one.
If you are not satisfied with our answer, you can take it to the Financial Ombudsman Service, which is free and independent of us. Section 8 explains how.
1. Who this applies to
Financefinity is a trading style of Motorfinity Group Limited, a company registered in England and Wales under company number 10546007, authorised and regulated by the Financial Conduct Authority under firm reference number 958474. This policy covers complaints about Motorfinity Group Limited under any of its trading styles, including Financefinity.
Complaints Officer: Kelly Trickett
Phone: 08000 319139
Email: complaints@financefinity.co.uk
Address: 3 Northgate Terrace, Northern Road, Newark, Nottinghamshire, NG24 2EU
2. How we handle a complaint
We aim to provide a high standard of service to every customer, and to resolve any complaint as quickly as we can and to your satisfaction.
Any complaint, spoken or written, is referred to our Complaints Officer at the earliest opportunity — or to a member of senior management if the Complaints Officer is unavailable. The Complaints Officer is responsible for making sure the complaint is properly investigated.
On receiving a complaint we will:
- acknowledge it promptly;
- come back to you for clarification on anything we need to understand better;
- investigate it fully; and
- tell you what we found and what we propose to do about it.
Throughout, the Complaints Officer works to the FCA's requirements: deal with complaints promptly and fairly, and give complainants clear replies and, where appropriate, fair redress.
3. If your complaint is about someone else
Customers sometimes raise with us something that is really about the lender, or about the vehicle itself. We will work out whether your complaint is about our service, the lender's service or performance, or the quality of the goods.
If it is not clear, that will not hold up the investigation — we will get on with our own enquiries in the meantime.
Where the complaint is about another party, we will pass the details to them and confirm to you in writing that we have done so.
4. Complaints we can settle within three business days
Where we can resolve your complaint to your satisfaction by the close of the third business day after we received it, we can deal with it informally.
If we propose a solution and you tell us you accept it, we will promptly send you a Summary Resolution Communication. That is a written communication which:
- records that you made a complaint and that we now consider it resolved to your satisfaction; and
- tells you that if you later decide you are not satisfied with that resolution, you may be able to bring it back to us, or refer it to the Financial Ombudsman Service.
As well as sending you that communication, we may use another method to tell you the same things, where we think it will suit you better or where we have already been dealing with you that way.
5. Complaints that take longer than three business days
Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or has not been resolved in that time, we follow the formal FCA procedure. That means we will:
- send you an initial response letter within five business days of receiving your complaint, or as soon as we realise the informal route will not resolve it;
- give you details of our complaints handling procedure;
- investigate fully, coming back to you for clarification where we need it; and
- send you a final response as soon as we can, and in any event no later than eight weeks after we received the complaint, setting out how the complaint has been resolved and any redress we are offering.
Section 7 sets out one category of complaint where the FCA has changed these deadlines.
6. Our final response, and what happens after it
Our final response will set out our decision and our reasons for it. If we are offering you money, we will show you how we calculated it, and we will pay it promptly and in full.
The final response will include details of the Financial Ombudsman Service. If you are not satisfied with the outcome, and you are an eligible complainant, you can refer the complaint to them. You normally have six months from the date of our final response to do so, and if you leave it longer than that the Ombudsman will usually be unable to consider it. Section 7 covers the exception.
If we cannot resolve it within eight weeks. We aim to finish within eight weeks. If we have not, the Complaints Officer will write to you again, explain why, and tell you that if you are not satisfied with our progress you may be entitled to take the complaint to the Financial Ombudsman Service at that point, without waiting for us.
Closing a complaint. Where you confirm you are satisfied with our findings and what we have proposed, we will close the complaint. Where we have had no response from you within four weeks of our final response, we may also treat it as closed. Closing a complaint does not stop you referring it to the Ombudsman within the time limit above.
7. Complaints about motor finance commission
Complaints about commission arrangements on motor finance — in particular discretionary commission arrangements, where the broker could influence the interest rate the customer was given, which the FCA prohibited from 28 January 2021 — are being handled under special rules set by the FCA rather than under the ordinary timetable in sections 5 and 6.
Those rules have changed repeatedly. They have at various points suspended the eight-week deadline for a final response on these complaints, and extended the time you have to take such a complaint to the Financial Ombudsman Service beyond the usual six months.
The current position, including the deadlines that apply to your complaint, is published by the FCA at fca.org.uk/car-finance-complaints. If your complaint falls into this category we will write and tell you which rules apply to it, and by when you can expect to hear from us.
You do not need to use a claims management company or a solicitor to bring a complaint of this kind. Doing so is your right, but they will usually take a share of anything you recover, and you will not get a better outcome than bringing it yourself.
[TO CONFIRM BEFORE PUBLICATION — the specific FCA deadlines and the current status of the motor finance redress scheme are deliberately not stated above, because the rules have been amended several times since January 2024 and the position as at the date of publication has not been verified. Either confirm the current position and state it here, or leave this section pointing at the FCA page.]
8. The Financial Ombudsman Service
The Financial Ombudsman Service settles disputes between consumers and financial firms. It is free to you, and it is independent of us. We co-operate with it fully and we are bound by the decisions it makes.
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By phone: 0800 023 4567 (free from most fixed lines) or 0300 123 9123 (usually cheaper from a mobile)
From abroad: +44 20 7964 0500
By email: complaint.info@financial-ombudsman.org.uk
Online: financial-ombudsman.org.uk
8.1 Who can use it
We treat every complaint the same way, but only eligible complainants have the right to take one to the Ombudsman. The categories are set by the FCA:
- a consumer;
- a business that meets the definition of a microenterprise;
- a charity with an annual income of under £6,500,000;
- the trustees of a trust with assets of under £5,000,000;
- a small business, where the conduct complained of took place after 1 April 2019;
- a guarantor.
The FCA's complaints rules apply where the complaint is made by, or on behalf of, an eligible complainant, relates to a regulated activity, and involves an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.
9. Complaints about how we have handled your personal information
If your complaint is about what we have done with your personal information rather than about our service, use the same contact details above and we will deal with it under this policy.
You also have the right to complain to the Information Commissioner's Office at any time, whether or not you have raised it with us first. Our Privacy Notice explains your rights over your information and how to exercise them.
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF · 0303 123 1113 · ico.org.uk/make-a-complaint