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Complaints

Our Complaints Process

If your complaint is in relation to a vehicle you have on finance, please contact your finance provider direct.

 

If your complaint is about a product or service offered by Car-finance, please see below:

 

The first step is for us to understand your complaint; you can contact us by:

 

By Phone 01782 450304

 
By Post Complaints Department,

Jigsaw Finance, Genesis Centre,

Innovation Way,

Stoke-on-Trent,

Staffordshire,

ST6 4BF

 
By Email complaints@jigsawfinance.com

Please provide your name and daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday.

 

We will log your complaint within 24 hours.

 

If the complaint can be dealt with within 3 business days we will send you a summary resolution communication within 2 business days of resolving the complaint, this will include information on what to do if that you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.

 

If your complaint can not be dealt with in 3 business days, we will send you our initial response letter within 2 days of either receiving the complaint or realising the complaint cannot be resolved within three business days.

 

We will investigate your complaint fully and if the complaint cannot be dealt with 4 weeks,

send you an update on the progress of your complaint.

 

We endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.

 

With in our final response, we will explain what to do if you are not happy with our response/resolution and you are an eligible complainant, you can at escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter. You can contact them:

 

By phone:

 

 0800 023 4567

 
By post: The Financial Ombudsman Service,

Exchange Tower,

London,

E14 9SR.

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

 

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

 

Eligible complainants are:

  • A consumer
  • Companies within the EU definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
  • A guarantor

 

Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

 

Last updated 16/08/2023