Customer Complaints Process

Making a compliants - MG Financial Services

MG Financial Services, a trading style of 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.



PPI COMPLAINTS

The Financial Conduct Authority (FCA) have set a new deadline of 29 August 2019 to complain about the sale of a PPI policy. You will not be able to complain after this date. Please be assured that neither your relationship with the firm nor with the PPI vendor will be negatively affected should you wish to check or complain about a PPI policy. In addition, your credit score will not be negatively impacted should you decide to check or make a complaint.

HOW TO INFORM US ABOUT YOUR CONCERN OR COMPLAINT



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.

WHAT YOU CAN EXPECT FROM US

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.

FINANCIAL OMBUDSMAN SERVICE & FINANCIAL CONDUCT AUTHORITY


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.


Customer complaint data


Firm Name

Vauxhall Finance plc

Period Covered

1st July 2018 – 31st December 2018 

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 Choices, Vauxhall Finance, Vauxhall Finance By GMAC Financial Services, Vauxhall Finance provided by GMAC, Vauxhall Finance Leasing, F2ML, Free2Move Lease



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
5 per 1000
1206
1241
N/A
N/A
34.5%
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:

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