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.


The FCA deadline date of 29 August 2019 for submitting PPI mis-selling or commission complaints has now passed.
New complaints will not be considered unless you have an exceptional reason for being unable to complain prior to the deadline.


If you have a concern or a complaint please do contact our Customer Contact Centre; 
Please give us a full description of the concern or complaint; please also quote your account number to enable us to deal with your concern quickly.


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.


Should you remain dissatisfied you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter. 
This is a completely free and independent service set up by Parliament to resolve disputes between customers and businesses. If the Financial Ombudsman decides a customer who has made a complaint has been treated unfairly, they have legal powers to put things right. Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR, or online at www.financial-ombudsman.org.uk

The Financial Conduct Authority regulate the financial sector and protect consumers. They can provide information about complaints (including PPI) and can help customers with their understanding. However, they cannot give advice about individual circumstances or individual 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:


  1. The financial product we offer,
  2. The vehicle that is purchased under the financial product, and
  3. The service given to the customer.