Discretionary Commission Arrangements (DCA) Complaints
On the 11 January 2024 the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission arrangements across the motor finance industry. https://www.fca.org.uk/news/statements/fca-undertake-work-motor-finance-market
To allow the FCA adequate time to conduct a full review of discretionary commission arrangement complaints a "pause" period has been implemented.
The Pause applies to Discretionary Commission Arrangements (DCA) complaints received between 17 November 2023 and 25 September 2024. The pause means that our final response will not have to be issued until after 25th September 2024. We will however issue you with a prompt acknowledgement upon receipt of your complaint.
More information published by the FCA on the scope of the "pause" can be found at https://www.fca.org.uk/consumers/car-finance-complaints.
If you require information regarding the finance lender you need to contact to raise your complaint please complete the form at the bottom of this page and will endeavour to assist you.
TJ VICKERS COMPLAINT PROCEDURE
At TJ Vickers we strive to give the best service all of the time, so we are sorry you feel we have not achieved this for you, however by making a complaint this gives us the opportunity to improve our service for other customers.
All complaints received are treated confidentiality and in accordance of the requirements of the Financial Conduct Authority.
In the event that you do not feel we have provided good customer service or you are unhappy with a product that we have supplied you please complete the complaints form available on this page.
- We will contact you with confirmation that we have received your complaint within 3 working days of receipt.
- We will then fully and impartially investigate your complaint.
- We will write to you within 4 weeks with either an interim or final response keeping you updated.
Our final response to you will be in writing and will set out our final view on the issues raised in your complaint and tell you whether we accept or reject your complaint. In both circumstances we shall provide you with a full written explanation on how we have reached our decision.
If once you have received our final response or after eight weeks, you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service.
Finance or Insurance Complaints:
If your complaint is regarding finance or insurance products and you are not happy with how we have resolved your complaint, you may refer to The Financial Ombudsman Service (FOS). This is a free service. Please use the following contact details to contact the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS)
Address: Exchange Tower, London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
E-mail: complaint.info@financial-ombudsman.org.uk
For more information please visit www.financial-ombudsman.org.uk
Goods or Services Complaints:
National Conciliation Service
If your complaint is not about a financial or insurance product or service, and you are unhappy with how we have resolved your complaint, you may refer your complaint to the National Conciliation Service (NCS). This is a free service. Please use the following contact details to contact the National Conciliation Service.
The National Conciliation Service,
2-3 Allerton Road, Rugby, CV23 0PA
Website: https://www.nationalconciliationservice.co.uk/
Email:
Telephone: 01788 538 318
The Motor Ombudsman
Alternatively, we confirm that we are also a member of The Motor Ombudsman (TMO), which is another free alternative dispute resolution service. To contact TMO, please use the following contact details:
The Motor Ombudsman,
71 Great Peter Street, London, SW1P 2BN United Kingdom
Website: https://www.themotorombudsman.org/
Telephone: 0345 241 3008