How to make a complaint

We aim to provide excellent service, but if something goes wrong, we want to hear from you so we can put things right. You can contact us by phone, email, or post:

Email: complaints@ammf.co.uk

Phone: 0800 197 9090 Calls to this number are free of charge.

Lines are open 8am-7pm Monday to Friday and 9am-3pm Saturday.

Post: AutoMoney Limited, Unit 3 Brooklands, Redditch, Worcestershire, B98 9DW

What happens when you complain

Resolving complaints quickly

We will make every effort to resolve your concerns over the phone.

  • If we can resolve your complaint within three working days of receiving it, we will consider the complaint closed.
  • You will receive written confirmation that your complaint has been resolved.

For more complex complaints

If your complaint requires further investigation:

  1. Acknowledgement: We will send you a written acknowledgment, usually within five working days.
  2. Investigation: A member of our Compliance Department will carry out a full review of your complaint.
  3. Response: You will receive a detailed, written response within eight weeks. Our response will be in clear and straightforward language.

Updated complaint handling timelines for commission complaints

If your complaint relates to a non-discretionary commission arrangement (non-DCA):

  • For complaints received between 26 October 2024 and 4 December 2025, we may need more time to provide a response.
  • During this period, we are not required to send a final response within the usual 8-week timeframe.

If you receive a final response for a non-DCA complaint, you will have 15 months from the date of our response letter or until 29 July 2026 (whichever is later) to refer your complaint to the Financial Ombudsman Service. These timelines will be explained in our response letter.

For more details about these changes, you can visit the FCA's website.

Additional support as an FLA member

As a member of the Finance & Leasing Association (FLA), we follow its Lending Code, which sets high standards for how we treat customers.

If you believe we have not followed the FLA Lending Code, you can contact the FLA for assistance. This does not affect your right to escalate your complaint to the Financial Ombudsman Service.

You can contact the FLA:

  • Address:     3rd Floor, 11 Ironmonger Lane, London, EC2V 8EY
  • Email:         info@fla.org.uk
  • Phone:         020 7836 6511
  • Website:    www.fla.org.uk

What if you’re not satisfied?

If you’re not satisfied with our final response or if we cannot provide one within 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free, independent service that helps resolve disputes when we cannot resolve your complaint to your satisfaction.

You can contact the FOS:

Important information

  • If you choose to refer your complaint to the FOS, you will need to do so within six months of the date of our final response (or the extended timelines explained above for non-DCA complaints).
  • The FOS service is available to personal customers and small businesses (including charities and trustees) with an annual turnover of less than £1 million.

If you have any questions about the complaints process or the Financial Ombudsman Service, we are happy to assist.

Important Information About Discretionary Commission Arrangements

As you may know, in 2021, the Financial Conduct Authority (FCA) banned so-called “discretionary commission arrangements”. These are arrangements where brokers could set their own commission rates, which meant they might have had an incentive to charge customers higher interest rates to earn more commission.

Your agreement with us is not affected by this.
AutoMoney Motor Finance has never entered into discretionary commission arrangements with anyone referring business to us.

↑