Representative Example: You could borrow £10,699 over 60 months with an initial payment of £495.89 (including £199 Admin Fee) followed by 58 monthly payments of £296.89 with a final payment of £495.89 (including optional £199 Option to Purchase Fee). Total amount repayable will be £19,012,40. 26.1% APR, annual interest rate (fixed) 13.3%.
We’re committed to providing a fair and transparent service. If you’re not happy with something, we want to hear from you. This page explains how to make a complaint, what to expect from us, and how we’ll work to put things right.
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:
0800 197 9090
Calls to this number are free of charge.
Lines are open
AutoMoney Limited,
Unit 3 Brooklands,
Redditch,
Worcestershire,
B98 9DW
Resolving complaints quickly
We will make every effort to resolve your concerns over the phone.
For more complex complaints
If your complaint requires further investigation:
Resolving complaints quickly
We will make every effort to resolve your concerns over the phone.
For more complex complaints
If your complaint requires further investigation:
If your complaint relates to a non-discretionary commission arrangement (non-DCA):
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.
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.
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:
If you have any questions about the complaints process or the Financial Ombudsman Service, we are happy to assist.
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.
| Number of complaints opened by volume of business | ||||||||
| Product/service grouping | Provision (at reporting period end date)= | Intermediation(within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Lending (hire purchase) | 74.0 per 1,000 loans 1 | N/A 2 | 633 | 508 | 17.2% | 77.8% | 10.6% | Information, sums/charges of product performance |
1The complaints per 1,000 loans outstanding figure includes a significant volume of complaints relating to historic agreements, particularly in connection with commission disclosure. These complaints do not reflect current lending practices or the conduct of recently originated loans.
2The complaints per 1,000 sales figure has been reported as ‘N/A’ as the majority of complaints received during this reporting period relate to historic agreements, particularly concerning commission disclosure, and do not reflect sales activity during the reporting period.
