Finance and Insurance Related Complaints

Finance and Insurance Related Complaints

It is never our intention to cause inconvenience to you as we are committed to providing products and service of the highest standard, our aim is to delight our customers.

If for any reason you are not entirely satisfied regarding your Finance or Insurance transaction please let us know straight away.  Our dedicated team will investigate your concerns.

First, let us know what has happened.  You can call us, email us or write to us, our contact details are below.  We will allocate your own complaint handler for the duration of your complaint.

• in writing - Group F&I Manager, Agnew Group, 18 Boucher Way, Belfast, BT12 6RE.
• by email: agnew.finance@agnews.co.uk
• by phone: 02890 380000

We need to know:

• Your name and address
• Your agreement number or policy number as appropriate
• Details of how we can contact you
• A clear description of your complaint
• Details of what you would like us to do to resolve your complaint
• If appropriate, copies of any relevant supporting documentation

What happens next?

We will acknowledge your concerns within 2 working days to let you know we are looking into your complaint and clarify any points where necessary. We will take into account all of the available evidence, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service.

Within 4 weeks of receiving your complaint

We hope to have completed our investigation and to have provided you with our final response in writing. In some instances we may need more time to respond, and if so we will write to you with an update.

Within 8 weeks of receiving your complaint

In most cases we will have written to you with our final response before the end of the eight week timeframe. If for any reason we need more time, we will contact you to explain why and to let you know when you should expect our decision.

Our Final Response letter

This letter will detail what we have found, what we plan to do and how we came to our decision.  Should you remain unhappy with how we dealt with your complaint or our final decision regarding your finance or insurance complaint and you wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This service is independent, impartial and will not charge you to review your concerns.  

The Financial Ombudsman Service will not review your complaint until we have issued our final response letter and you will need to consult them within 6 months of the date of our final response.

Contact details for the Financial Ombudsman Service are below:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/

Commission related complaints

If you wish to raise a complaint in relation to any commission arrangement associated with your purchase, this should be submitted to the lender who provided your finance agreement as only your lender can respond to this. Most lenders have set up dedicated webpages and online enquiry forms to allow you to do this. 

Your lender will inform you of any next steps if you submit a complaint to them, however please be aware that it is unlikely that your lender will be in a position to issue a ‘final response’ letter until after the FCA publish the decision on their recent consultation over whether to introduce a proposed redress scheme, with the outcome currently expected in the first quarter of 2026. The FCA have ‘paused’ the usual 8 week deadline for responding to motor finance commission related complaints (excluding leasing agreements) until 31^st May 2026 to allow firms to take into account their decision before issuing a ‘final response’ letter.  

You can find more information explaining the reasons for this FCA review and the complaints handling ‘pause’ on the FCA website here: https://www.fca.org.uk/consumers/car-finance-complaints

Lender Contact Details

If you have financed your vehicle purchase and now find yourself needing extra support, we would encourage you make the lender aware. The lenders understand that customers circumstances can change during the term of their agreement and they may have options available to help support your current needs. Below are the contact details for the lenders we may have introduced you to.