Whose products do we use?

We are a credit broker and not a lender. We are not an independent financial advisor. We work with a panel of carefully selected lenders rather than the whole market. This means there may be other finance products available elsewhere that we do not offer. We will explain the options available through our panel to help you decide whether they meet your needs.

Finance is subject to status and the providers terms and conditions. We cannot guarantee that you will be approved for finance.

We will explain the finance products available through our panel of lenders and provide information to help you choose the option most appropriate for your circumstances. The final decision whether to enter into any finance agreement remains yours.

In order to obtain finance quotations we will need to collect and process your personal information. Your information will only be used for arranging finance and related purposes in accordance with our Privacy Notice.

You are under no obligation to arrange finance through us and may wish to compare finance available from other brokers, lenders or your own bank before making your decision.

Do we charge for our services?

We do not charge you a fee for introducing you to the finance provider. We do not receive any commission, fee or other remuneration from the finance provider or any third party in connection with the introduction or arrangement of your finance agreement.

Our commercial benefit arises from the sale of the product/service to you and not from your decision to use the finance facility. The price of the goods or service will not increase because you choose to use the finance provider introduced by us.

Commission disclosure

We will not receive any commission or other payment in connection with your finance agreement. Accordingly, there is no commission amount to disclose to you.

This does not mean that we provide independent financial advice or consider finance products from across the whole market. We only introduce customers to the finance providers identified in this document, and other finance products may be available elsewhere.

Other Finance Facilities

You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations and details of their products by researching on the high street, in the media and online.

Consumer Duty

We are committed to delivering good outcomes for our customers in accordance with the FCA’s Consumer Duty. We will communicate with you in a way that is clear, fair and not misleading, ensure any finance products we introduce are appropriate to your needs and circumstances, and provide you with sufficient information to make an informed decision..

Who regulates us?

We are a credit broker and not a lender. We are authorised and regulated by the Financial Conduct Authority. Our firm’s reference number is 1024133. You can verify this on the FCA’s Register by visiting the FCA’s website: You can check our authorisation on the FCA Register at www.register.fca.org.uk or by contacting them on 0800 111 6768.

Other services we offer are not regulated by the FCA however the Financial Ombudsman Service has now been extended to handle some complaints under the Consumer Credit Act.

Affordability

You should assess the monthly payments you are required to make throughout the agreement and ensure you are able to meet these obligations and other obligations you already have without suffering undue hardship. If you are aware of any future events that will affect your ability to meet these payments, you should ensure the provider is informed immediately. Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.

You should only enter into a finance agreement if you believe you can comfortably afford the repayments throughout the agreement term.

Vulnerable Customers

If you require additional support because of your personal circumstances or consider yourself to be a vulnerable customer, please let us know. We will take reasonable steps to provide appropriate assistance throughout the finance process.

If you have a complaint

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

For Knightsbridge

For Westfield

You will receive written acknowledgement within 2 working days, and we aim to resolve the complaint within 28 working days.

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

• Your full name and preferred contact details
• Your order or vehicle registration number
• Full details of your complaint
• Copies of relevant paperwork
• Photographic evidence of any complaint relating to vehicle damage/defects where applicable
• What you expect us to do to put things right
• Any other information that you think may be relevant

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

1. Your case reference will be your order/contract number
2. We will give you the name and title of the person handling your complaint
3. We will send you written acknowledgement of receiving your complaint promptly.
4. Make contact to seek clarification on any points where necessary
5. Fully investigate your complaint internally and third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. Discuss with you our findings and our proposed response
8. Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Eligibility

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

• Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
• The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
• The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience

Final Response

This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

• Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
• Indicate whether we consent to waive the relevant time limits.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
4. Provide the relevant addresses of the Financial Ombudsman Service.
5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If your complaint relates to a regulated activity and you remain dissatisfied following our Final Response, you may be entitled to refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk