Finance and Insurance Complaints Procedure

Version 7 - December 2024

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Putting our customers first is one of Marshall’s core values. If you are unhappy about any aspect of the financial service we have provided or the financial product that you have purchased, then please do get in touch and we will look into your concerns and do what we can to put things right.

PLEASE NOTE: This complaints procedure only applies to finance and insurance products associated with the purchase of your vehicle. It should not be used in relation to mechanical problems with the vehicle.

COMMUNICATION

You can communicate with us in any way that is right for you.

Telephone: 01254 506656
Email: compliance@marshall.co.uk
Letter: Compliance Department, Marshall Motor Group, The Quorum, Barnwell Drive, Cambridge, Cambridgeshire, CB5 8RE

WHAT WE NEED FROM YOU?

In order to respond quickly to your complaint, it would be really useful if you could provide us with the following information:

• Vehicle details: vehicle Registration Number, Make & Model
• Store details: the store where you bought the car and the date of purchase
• Documents: copies of your point of sale documents including your credit agreement
• Complaint: a clear statement of what your complaint is about and the resolution you require

FORMAL WRITTEN PROCEDURE

1. We will acknowledge your complaint in writing (by letter and/or email) within 5 business days (Monday – Friday) of receiving your complaint. We will automatically provide you with a copy of this complaints procedure.
   
   
2. We will fully investigate your concerns and then provide a written response to you. This will be by letter (sent by email and/or letter) and will be headed FINAL RESPONSE LETTER. We have up to 8 weeks to send the Final Response Letter to you. However, we will always aim to provide our written response to you as quickly as possible. If your complaint relates to Motor Finance Commission, the Financial Conduct Authority (FCA) have paused the 8 week time limit to respond to your complaint until 4th December 2025. Please see www.fca.org.uk/carfinance for further information.
   
   
3. The issue of the Final Response Letter marks the end of our formal complaints procedure.
   
   
4. If we are unable to respond to your complaint fully and in writing within 8 weeks of the date of receipt, or you are dissatisfied with the response we have provided, you may be able to refer your complaint to the Financial Ombudsman Service for adjudication within 6 months of the date of the Final Response Letter. You will be provided with information about how to do this. You can only use the Financial Ombudsman Service if your complaint falls within their jurisdiction. If you would like more information about the Financial Ombudsman Service, you can visit their website: www.financial-ombudsman.org.uk.