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Vauxhall Finance is committed to placing the customer at the centre of our business, treating all of our customers fairly and ensuring your experience is a positive one. We do recognise that occasionally, despite our best intentions, things can go wrong. If you are unhappy about any part of our service to you, we want to know about it so that we can fully investigate what may have gone wrong and to do the very best to resolve your concerns.
We encourage customers to tell us about any negative, as well as positive experiences. This feedback helps us to identify areas in which the business can improve and provide a better service to our customers along with improvements to our products.
It is important to us that customer feedback is dealt with expediently, fairly, consistently and thoroughly. We want to continually improve the experience our customers receive from us and to learn from our errors.
On 11th January 2024, the Financial Conduct Authority (FCA) announced that it will be using its powers under s166 of the Financial Services and Markets Act 2000 to review historical sales of motor finance agreements involving discretionary commission arrangements (DCA) across several firms. Whilst this review is ongoing, the FCA has introduced a 37 week (approximately 9 month) pause to the 8-week time-limit for all motor finance firms to provide a final response to relevant customers on these complaints.
Accordingly, we will let you know when we respond to your complaint whether your complaint is subject to this pause and when you can expect our final response.
Further information can be found at www.fca.org.uk/consumers/car-finance-complaints.
Firm Name
Vauxhall Finance
Period Covered
1st July 2022 – 31st December 2022
Brands/Trading Names
Vauxhall Choices, Vauxhall Finance, Vauxhall Finance Leasing, F2ML, Free2Move Lease
Previous Brands/Trading Names
G.M.A.C, GM Finance, GM Financial, GM Financial Services, GM Motor Finance, GMAC, GMAC Financial Services, GMAC Leasing UK, GMF, MG Financial Services, MG Financial Services provided By GMAC, Ssangyong Finance, Ssangyong Financial Services, Ssangyong Motor Finance, Vauxhall Finance By GMAC Financial Services, Vauxhall Finance provided by GMAC
| Product/Service Grouping | Provision (at reporting period end date)* | 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 |
|---|---|---|---|---|---|---|---|
| Banking and Credit Cards | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Home Finance | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Insurance and Pure Protection | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Decumulation and Pensions | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Investments | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Credit Related | 2 per 1,000 | 542 | 556 | N/A | N/A | 22.5% | N/A |
*Number of complaints opened by volume of business
Vauxhall Finance specialises in providing consumer credit solutions to customers wishing to purchase vehicles. Under the Consumer Credit Act, this includes responsibilities around the vehicle sold to the customer. Under ‘credit related’ complaints are calculated to include the complaints we have received in relation to:
© 2023 Vauxhall Finance is a trading style of Stellantis Financial Services UK Ltd, Registered Office – 61 London Road, Redhill, Surrey, RH1 1QA.
Registered in England and Wales No. 01024322 VAT No. 198 0871 62. Stellantis Financial Services UK Limited is authorised and regulated by the Financial Conduct Authority
Stellantis Financial Services UK Limited is a member of the Finance & Leasing Association and complies with its Lending Code a copy of which we will provide on request.