01708 371 234

Complaints Procedure.

Contact Details / Complaints

If you wish to contact us or register a complaint, you can contact us via the following methods:

By post: Customer Service Manager, Sytner Group Limited, 2 Penman Way, Leicester, LE19 1ST.

For Finance commission related queries, please submit via the "Make an Enquiry" via: https://www.sytner.co.uk/customer-service

If for any reason you are not entirely satisfied regarding your finance agreement related to your transaction, please let us know straight away. Our dedicated team will investigate your concerns. Please be aware that due to the complexity of these complaints they can take longer to investigate and resolve than other complaints.

We will endeavour to resolve your finance agreement related complaint as quickly as possible, if however you are not satisfied with our Final Response, or it has been more than eight weeks since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details about how to contact the Financial Ombudsman Service can be found here www.financial-ombudsman.org.uk or by telephoning 0845 080 1800.

Where your complaint relates to motor finance commission, under the revised rules issued by the Financial Conduct Authority (FCA) on the 19th December 2024, the usual 8 week response time has been paused until 04th December 2025, meaning we will provide you with our final response by no later than 29th January 2026. Further information can be found about our regulated complaint process here: www.sytner.co.uk/customer-service/financial-services-complaints-procedure. You can also find out more information about car finance commission complaints on the FCA website here: https://www.fca.org.uk/carfinance.

Financial Services Compensation Scheme (FSCS) - Insurance Products

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations.

This depends on the type of business and the circumstances of the claim. General Insurance advising and arranging is covered for 90% of the claim with no upper limit. Compulsory forms of insurance (e.g. Motor Insurance) are covered for 100% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Please note - finance products are not covered by this scheme.

Fees and Commission Arrangements (finance products)

We do not charge you a fee for an introduction to the lender but we will receive a commission from the lenders we work with (either a fixed fee or a fixed percentage of the amount you borrow). The lenders we work with pay commission at different rates. Some lenders may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing.

We will provide you with details of any commission before you enter into the agreement and ask you to consent to its payment. If you are not happy with the commission amount or structure you can choose not to consent and not to proceed with the transaction. The commission paid to us is included within the cost of your finance. These arrangements are negotiated with the lender in advance and we are unable to alter the interest rate (or any other item included in the total charge for credit).

Credit Searches

By providing us with your credit details, you will be giving us authority to submit a credit application on your behalf to our credit providers, who will record a search on your credit file. We will only pass your details onto a subsequent credit provider if the initial application to the first credit provider is not successful. In this event, we will use a maximum of four credit providers and therefore, no more than four credit searches will be registered.