How do I make a complaint?
We recognise that despite our best efforts things don’t always go smoothly. If you would like to make a complaint, please get in touch with us in the first instance using the details below.
Email: ukcustomercare@stellantis-finance.com
Customer Care Team
Stellantis Financial Services UK Ltd
61 London Road
Redhill, Surrey
RH1 1QA
Tel: 0345 313 3806
If we haven’t been able to resolve your complaint to your satisfaction, you can ask the Financial Ombudsman Service (FOS) to review the situation on your behalf. Please note that the Ombudsman will only be able to consider your complaint after we’ve provided you with our final response or it has been over 8 weeks* since you raised your concerns with us.
*On 11th January 2024, the Financial Conduct Authority (FCA) announced that it will be using its powers under s166 of the Financial Services and Markets Act 2000 to review historical sales of motor finance agreements involving discretionary commission arrangements (DCA). At that time, the FCA paused complaints handling involving DCAs until 24 September 2024. On the 24 September the FCA announced a further pause to complaints handling of affected complaints to 4th December 2025.
On 19th December 2024, the FCA announced that all complaints referring to motor finance commission (both DCA and non-DCA are now fully aligned) will be subject to the pause until 4th December 2025.
Accordingly, we will let you know when we respond to your complaint whether your complaint is subject to this pause and when you can expect our final response.
To find out more about the FCA’s work in motor finance and its latest proposals can be found on their website: Car finance complaints | FCA.
The contact details for the Financial Ombudsman are:
Email: complaint.info@financial-ombudsman.org.uk
Telephone from a Landline: 0800 234 567
Telephone from a Mobile: 0300 123 9 123
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
As a firm regulated by the Financial Conduct Authority we are required to publish complaints data: click here.