Complaints Procedure

We define a complaint as; “any expression of dissatisfaction, whether oral, electronic, or written, about our products, staff or services, whether justified or not, from, or on behalf of an eligible complainant.”

If you are not satisfied with any aspect of the service you have received from London & Surrey Motor Finance Ltd, we would like you to advise us of your concerns. You can contact us by e-mail, post, fax, in person or by telephone

Upon receipt of your complaint we will do our best to resolve it by the end of the next working day. If we cannot do this, we will send you an acknowledgement of your complaint within five working days.

We will write to you (or call if you prefer) within two weeks to let you know what action we plan to take, and give you an estimate of the date by which we expect our investigation to be complete.

We will write to you again, no later than four weeks after receiving your complaint, to let you know the outcome of our investigations, or if our investigation is not yet complete, when we expect to complete it.

We will issue our final response letter within eight weeks of receiving your complaint this will set out the following:

  • Whether we accept or reject the complaint
  • Where applicable the reasons for rejecting the complaint
  • Where we accept the complaint and intend to offer redress or remedial action, provide details of the redress, any compensation offered with a clear method of calculation

If you are dissatisfied with our final response or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you.

You can ask us for a review, or you can ask our trade associations (Consumer Credit Trade Association, Finance & Leasing Association) to review your complaint and the way we have handled it. You should contact either our complaints manager, or our trade associations within two weeks of receiving our final response letter. The contact details are below.

You can also ask the Financial Ombudsman Service to review your complaint. You should contact the Financial Ombudsman Service within six months of receiving our final response letter. You may write to the Financial Ombudsman Service at the following address; The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR or refer to their website at

Even if you have asked for your complaint to be reviewed you can still contact the Financial Ombudsman Service. Your right to complain to the Financial Ombudsman Service is independent of your right to take your complaint to either the Consumer Credit Trade Association, or the Finance & Leasing Association. You are not required to approach the Consumer Credit Trade Association, or the Finance & Leasing Association before the Financial Ombudsman Service.

Complaints Manager Trade Association – CCTA Trade Association - FLA Financial Ombudsman Service - FOS
Will Briddon      
01737 553311 01274 714959 0207 836 6511 0800 0234567
2-3 Rectory Lane
Airedale House
Aire Valley Business Park
Dowley Gap Lane
West Yorkshire
BD16 1WA
2nd Floor
Imperial House
15-19 Kingsway
The Financial Ombudsman Service
Exchange Tower
E14 9SR

Application appeals

London & Surrey Motor Finance Ltd does not operate an appeals process where an application has been declined. However, if it is known that incorrect details have been supplied, or if an error on your credit reference records has now been rectified, you may contact us to discuss the matter further and if appropriate make a further application.

London & Surrey Motor Finance, the specialist loan provider

35.27% APR Representative