If your complaint is about a service issue

When we receive a service complaint, we’ll aim to resolve it within 3 working days if we can. If we can’t agree an early resolution, your complaint will be escalated for further investigation via our formal complaints process. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.

If your complaint is about a vehicle quality issue

When we receive a complaint about vehicle quality issues, we will notify the finance broker, and/or vehicle dealership as applicable to begin investigating the complaint. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.

If you have a PCH agreement with Moneybarn, please contact the vehicle manufacturer in the first instance as the issue may be covered by the manufacturer warranty. The contact details will have been provided to you with delivery of the vehicle. If the manufacturer confirms the issue is not covered under the warranty, please contact us.

Timescales for complaint resolution

Your dedicated complaint officer will investigate your complaint fully and ideally write to you within 4 weeks to confirm their findings and a resolution. If at the 4 week point we need more time to further investigate your complaint, we will send you a holding letter confirming this. As soon as we’re confident after that point that we can give you a considered and unbiased decision, we will send you a final response letter. We will do this no later than 56 days (8 weeks) from when we received your complaint. If there are exceptional circumstances which mean we’ll need to continue investigating your complaint beyond the 8 weeks, we will confirm this in writing and you can refer to the Financial Ombudsman Service (FOS) at that stage if you need to (see more information about the FOS further down on this page).