Vauxhall Finance plc 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.
We will write to you to acknowledge your concern or complaint within 5 working days of receiving it We will investigate fully what has happened We will provide you with a full response within 8 weeks When we write to you we will tell you the name and title of the person assigned to your complaint and we will enclose a copy of our Service Level Standards together with full details of how you can get in contact with the person managing your complaint.
Vauxhall Finance plc
1st July 2021 – 31st December 2021
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|
|Insurance and Pure Protection||0||0||0||0||0||0||0|
|Decumulation and Pensions||0||0||0||0||0||0||0|
|Credit Related||3 per 1,000||842||837||N/A||N/A||27.8%||N/A|
*Number of complaints opened by volume of business
Vauxhall Finance plc 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: