Live Chat
Offers
P/X Valuations
Servicing
Why Buy From Marshall
Brands

Aston Martin
Aston Martin
Audi
Audi
BMW
BMW
BMW Motorrad
BMW Motorrad
BYD
BYD
Chery
Chery
CUPRA
CUPRA
Defender
Defender
Discovery
Discovery
Ford
Ford
Ford Transit Centre
Ford Transit Centre
Fuso
FUSO
Geely
Geely
Genesis
Genesis
Honda
Honda
Honda Motorcycles
Honda Motorcycles
Hyundai
Hyundai
JAECOO
JAECOO
Jaguar
Jaguar
Lamborghini
Lamborghini
Marshall Approved Used
Marshall Approved Used
Marshall Body Repair Centre
Body Repair Centre
Marshall Luxury
Marshall Luxury
Mercedes-Benz Cars
Mercedes-Benz Cars
Mercedes-Benz Truck & Van
Mercedes-Benz Truck & Van
MINI
MINI
Nissan
Nissan
OMODA
OMODA
Range Rover
Range Rover
SEAT
SEAT
Škoda
Škoda
smart
smart
Volkswagen
Volkswagen
Volkswagen Commercial
Volkswagen Commercials
Volvo
Volvo
Contact Store

Contact

Close
Contact
Call Us
Back
You are here:
The Winter Sale is now on. Price Reductions across used stock. Find out more

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

If you have a complaint about your Sales (vehicle purchase) or Aftersales experience, please refer to and follow our Sales & Aftersales Experience Complaints Procedure


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.

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 Volkswagen Milton Keynes, Greyfriars Court, Milton Keynes, Buckinghamshire, MK10 0BN.

MOTOR FINANCE COMMISSION COMPLAINTS

The Financial Conduct Authority (FCA) has announced a Motor Finance Consumer Redress Scheme for customers who purchased a vehicle through finance between 6th April 2007 and 1st November 2024 and may not have been properly informed about commission arrangements.

Scheme start dates:

  • 30 June 2026 – for agreements from 1 April 2014 to 1 November 2024
  • 31 August 2026 – for agreements from 6 April 2007 to 31 March 2014

Once your part of the scheme begins, lenders will contact customers who may be owed money within six months directly, or earlier if you have already complained.

The FCA has paused motor finance commission complaint handling until 31st May 2026 while lenders prepare the redress scheme.

MAKING A FINANCE COMISSION COMPLAINT

You can complain directly to your lender for free, you do not need to use a claims management company or solicitor.

For more details on how to complain see below guidance from the FCA:

Car finance claims | FCA

For lender contact details and complaint templates please see below:
Car finance list of lenders | FCA

MAKING A COMPLAINT ABOUT MARSHALL

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

INFORMAL PROCEDURE

Where possible, we will try to resolve your complaint quickly, without any fuss and to your satisfaction within 3 business days (Monday – Friday) of receiving your complaint. If this is not possible then we will use the formal written complaints procedure.

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.

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.

DATA PROTECTION

If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However, in order for us to correspond freely with them, you will need to provide your authority for us to do so. We cannot deal with any third party on your behalf unless we are satisfied that you have instructed them in the matter.

v9 31 March 2026