Complaints Procedure
Discretionary Commission Arrangements
If you purchased your vehicle using a motor finance agreement with a lender following an introduction by Mon Motors Limited before 28th January 2021, your agreement may have been subject to a discretionary commission arrangement (DCA). The Financial Conduct Authority (FCA) is conducting a review on the use of DCA. You can find more information about this review here.
If you wish to raise a query or make a complaint regarding your finance agreement and DCA, please contact your lender directly. Their details will be listed on your finance agreement. For your convenience, contact information for the lenders we commonly work with is provided below.
|
Lender |
Website |
Email address |
|
Volkswagen Financial Services |
https://customer.vwfs.co.uk/discretionary-commission.html |
commissionclaims@vwfs.co.uk |
|
Ford Credit |
https://www.ford.co.uk/support/how-tos/owner-resources/ford-credit/motor-finance-commission-complaints |
custrel@ford.com |
|
Blackhorse |
https://www.blackhorse.co.uk/help/complaints/motor-commission-complaints.html |
Request form provided on the website |
Clear, fair and transparent support
Mon Motors complaints procedure
Mon Motors Limited is committed to delivering exceptional service and building lasting relationships, however we understand that sometimes things don’t go as planned.
We take our customer feedback seriously and if you are not completely satisfied with any part of your experience, we want to know so we can resolve the issue and continue to improve wherever possible.
Below, you’ll find clear guidance on how to raise a complaint, what information to provide, and what you can expect from us throughout the process. Our aim is always to handle your concerns promptly, fairly, and with complete transparency.
Step 1: Discussion with your Mon Motors Dealership
If you have a concern regarding your vehicle or the service you’ve received, we recommend speaking directly with the Sales Manager, Service Manager, or Head of Business at the dealership you visited. They are best placed to understand the issue and will aim to resolve it promptly and efficiently.
Step 2: Support from our Compliance Team
If your concern cannot be resolved at dealership level, please contact our Group Compliance Manager for further review. They can be contacted via:
Email: compliance@monmotors.com
Post: Complaints, c/o Cardiff Audi, Wagtail Close, Cardiff, CF23 8RT
Please remember to include all relevant details, as outlined in the section below titled "What you need to provide", to help us review your concern efficiently.
What you need provide
To help us investigate and resolve your complaint efficiently, please provide the following information:
Personal details - your name, address, and contact details
Vehicle details - Vehicle registration number, make and model
Dealership details - The dealership where you bought the car and the date of purchase (if applicable)
Documents - Copies of relevant documents such as your sales invoice, credit agreement, or any supporting communication
Complaint - A clear statement of what your complaint is about and the resolution you require
Acknowledgement of your complaint & action
Once we’ve received your complaint, we will acknowledge it within five working days of receiving it (Monday to Friday). Our confirmation will include the name and contact details of the person handling your case.
We will then carry out a thorough investigation and aim to issue a response within four weeks. If the investigation is likely to take longer, we will contact you to explain the reason for the delay and provide an updated timeframe. In some cases, we may need to contact the vehicle manufacturer for further information. If appropriate, we may refer your complaint directly to them for information or action.
While we always aim to resolve complaints as quickly as possible, we are required to respond with our final outcome within eight weeks of receiving your complaint. If we are unable to provide a final response within this timeframe, we will write to explain why and let you know how much additional time is required.
Your final response letter will include:
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Our decision and the reasons for either upholding or rejecting your complaint
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Details of any redress or remedial action being taken (if applicable)
- Information about your right to refer the matter to the Financial Ombudsman, Motor Ombudsman, or Information Commissioner’s Office, if you remain dissatisfied, along with their contact details
Step 3: Escalate to independent body if you remain unsatisfied
If you wish to escalate your complaint to the Financial Ombudsman Service, the Motor Ombudsman, or the Information Commissioner’s Office, you must do so within six months of the date we issue our final response letter. However, for certain complaints relating to car finance, you may have up to 15 months from the date of our final response. For data protection related complaints, it is recommended that you raise your concerns within three months.
Independent Review Contacts
If you require further support or wish to escalate a complaint, the following independent organisations may be able to assist depending on the nature of your concern:
Finance and Insurance Complaints
For issues relating to finance or insurance agreements, please contact the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0234 567
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Mechanical Complaints
For complaints relating to the mechanical condition of your vehicle, please contact The Motor Ombudsman:
Website: https://www.themotorombudsman.orgTelephone: 0345 2413 008 (Option 1)
Address: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
Data Protection Complaints
For concerns regarding the handling of your personal data, please contact the Information Commissioner’s Office (ICO):
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 1231 113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5A
Withdrawing a Complaint
You can withdraw your complaint at any time. If you choose to do so, please let the person handling your case know in writing or via email so we can update our records accordingly. We will respect your decision, and no further action will be taken unless we receive further instruction from you.