Our complaints procedure

We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day. If we can’t, we’ll ask the Customer Happiness team at Jurni Limited send you a formal acknowledgement within 3 working days and they’ll start looking in to the problem for you. They may need to ask you some questions to help their investigation and we’d ask that you respond to them promptly. If your dissatisfaction is about a third party, for example it’s about your vehicle or finance provider, we’ll need to forward it to them. If it’s about our service, you’ll get a written response from the Customer Happiness team within 8 weeks of your initial contact with us, with information about their investigation and their decision as to whether they are upholding or rejecting your complaint. This is called a ‘Final Response Letter’. If you’re still not happy, or if you’ve not received a Final Response Letter within 8 weeks, you may be able to ask the Financial Ombudsman Service or the BVRLA to review your complaint. The exception to this is for complaints about Discretionary Commission Arrangements and we’d ask you to read the separate section in the long version below

As an Appointed Representative of Jurni Limited who are authorised and regulated by the Financial Conduct Authority (FCA), we adhere to the FCA’s complaint handling rules. Whilst the FCA’s rules apply to consumers, it’s our policy to treat all complainants in the same way.

Dissatisfaction with your vehicle, finance provider or other third party

If you’re not happy with your vehicle, your finance provider or another third party, this should be taken up with them directly. We’ll either let you have information about how to reach them or we’ll forward your complaint to them on your behalf. We’ll let you know by sending you what’s known as a ‘Forward Letter’.

Dissatisfaction with us

We record our complaints on a Complaints Register and we’ll always try to establish the root cause so that we can make any necessary changes to prevent this happening again. We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day.

If we can make you happy within 3 days

If we can make you happy by resolving the issue within 3 days, we’ll contact you in the same way as you’ve contacted us or by another way if that suits you better. We’ll also send you, usually by email or in the post if that’s what you’d prefer, what’s known as a ‘Summary Resolution Communication’. This will contain information about how we’ve resolved your complaint to your satisfaction and will let you know that if you change your mind about the resolution that you may be able to refer the complaint back to us for further consideration or alternatively, if you’re a consumer, refer the complaint to the Financial Ombudsman Service and provide you with their details.

If we need a little longer than 3 days

If we think we’ll need a little longer than 3 days, we’ll pass the information about your complaint to the Customer Happiness team at Jurni Limited and they’ll write to you within 3 working days of receipt of your complaint to formally acknowledge this and provide you with a copy of our Complaints Handling Procedure. They’ll let you know who is looking into your complaint and as part of their investigation they may ask you for some more information. You can be assured that all evidence is reviewed carefully, fairly and with an open mind!

If the investigation takes longer than 4 weeks to complete, Jurni’s Customer Happiness team will contact you to let you know how their investigation is progressing and they’ll try to give you an idea of when this will be completed. They’ll let you have their findings within 8 weeks and this will either be an ‘Offer Letter’ or a ‘Final Response Letter’ depending on the circumstances of your complaint.

Final Response

When Jurni’s Customer Happiness team have completed their investigation, they’ll write to you on our behalf with their findings, giving as much information as they can from the investigation to support their decision. Whilst they won’t always agree with a complaint, by being transparent, you’ll be able to see how and why they’ve reached their decision. They’ll also let you know what you can do if you don’t agree with this which is also explained below.

Offer Letter

If following the investigation Jurni’s Customer Happiness team agree with your complaint and think that we need to offer you some redress, they’ll send you an ‘Offer Letter’. This will give you information from their investigation and if they’re offering monetary redress, it’ll explain how they’ve calculated this. If this makes you happy, you’ll need to accept the offer and you’ll then receive a ‘Final Response Letter’ as confirmation.

We’ll consider a complaint to be closed once the ‘Final Response Letter’ has been issued.

If you’re not happy with our decision

If you’re not happy with our response, you may be able to ask the Financial Ombudsman Service to look into your complaint. You must do this within 6 months of the date of our ‘Final Response Letter’. You can find out more and check if you’re an eligible complainant by looking on their website www.financial-ombudsman.org.uk or calling 0800 023 4567. If you want to make a complaint to them you should download the complaint form from their website and email it to complaint.info@financial-ombudsman.org.uk or post to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Alternatively, as we’re a member of the British Vehicle Rental and Leasing Association (BVRLA), who are approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, you can refer the matter to them. They offer a prompt and free Conciliation Service for members and details of this can be found on their website at: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service. You can get in touch with them by either emailing complaint@bvrla.co.uk or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

Finally

We always look to improve the level of service that we provide you with and a complaint may highlight an area that we can do better. Whilst no-one likes to receive complaints, we’ll always thank you for bringing something to our attention as your happiness is what makes us happy.

The Financial Conduct Authority’s Motor Finance Redress Scheme

Please note that the scheme does not include:

Any Hire Agreements (PCH, Contract Hire or Finance Lease)
Claims from businesses other than sole traders and small partnerships (2-3 partners)

The Background

In January 2021 the Financial Conduct Authority (FCA) banned discretionary commission arrangements on vehicle finance purchase agreements such as Hire Purchase, Lease Purchase and Personal Contract Purchase. Under the discretionary commission arrangement, motor dealers and brokers were able to increase interest rates to earn commission which in turn impacted the cost to customers for their finance agreements. Due to an increase in complaints from customers about commission, on 11 January 2024, the FCA announced that it was undertaking a review of historic motor finance commission arrangements. Before they had the opportunity to announce their findings, a ruling was made by the Supreme Court in August 2025 following a hearing about 3 claimants who had made claims about motor finance commission. Following the ruling, the FCA consulted on a redress scheme which they announced with the Policy Statement PS26/3 PS26/3: Motor finance consumer redress scheme on 30 March 2026. This sets out who is eligible for compensation, what the calculation for that is and when payment must be made.

FAQs

We’ve produced a selection of FAQs:

Am I eligible for compensation?

Eligibility is based on a set of criteria. Firstly, this is who took out the agreement and what type of agreement you have or had. To be potentially eligible you must be:

A consumer which is a private individual, a sole trader or a partnership of 2 or 3 partners or an unincorporated bodies of persons which isn’t an incorporate company

And you have or have had an agreement specifically for a vehicle and that enables you to either purchase or have the option to purchase it. The agreement needs to be:

A personal contract purchase known as PCP, a contract purchase, hire purchase known as HP or lease purchase

And your agreement was incepted between

06/04/2007 to 31/03/2014 – these fall under ‘Scheme 1’
01/04/2014 to 01/11/2024 – these fall under ‘Scheme 2’

The Scheme number 1 or 2 is important as this dictates time lines.

If you and your agreement meet these criteria, then you may be eligible for compensation if

There was a discretionary commission arrangement (DCA) was in place whereby the broker or dealer could adjust the rate of commission earned resulting in an increase to the interest rate charged under the agreement unless the commission was minimal or no interest was charged or the DCA wasn’t used to increase commission; or
There was a high commission arrangement where the broker or dealer received in commission at least 39% of the total cost of credit and 10% of the loan; or
You weren’t made aware of a tied arrangement between the broker or dealer and the funder whereby the funder had first refusal of the finance applications. The exception to this being where there is a visible link between the lender, manufacturer and dealer. A visible link would for example be taking out finance with Land Rover;

There are exceptions to these including but not exclusively where there was 0% interest, a commission payment made may be considered fair, if the loan was high value or if the claim has already been raised with the Financial Ombudsman Service.

How do I know if a), b), or c) above applied to my agreement?

You may not know if these applied to your agreement so the best thing to do is to ask the finance company who provided the funding to you.

Does the redress scheme include Personal Contract Hire (PCH)?

No. It doesn’t include PCH as these agreements are not subject to the unfair relationship provisions in the Consumer Credit Act

Who is responsible for assessing my claim?

The finance company with whom you had the agreement is responsible for assessing the claim. The FCA have provided detailed information to the funders about how to assess a claim for eligibility and how to calculate any amount of compensation that may be due to a customer.

There’s 2 schemes, why is this and what are they?

The FCA have included agreements which date back to 6 April 2007, which was before consumer credit fell under their jurisdiction on 1 April 2014. If there is a challenge to their ability to include agreements which were incepted before they became the regulator for consumer credit, it could be a lengthy process, and they don’t want this to impact on those customers who have agreements after the date that consumer credit became regulated by them. The 2 schemes are

Scheme 1 Agreements executed on or after 06/04/2007 and on or before 31/03/2014

Scheme 2 Agreements executed on or after 01/04/2014 and on or before 01/11/2024

If you’re eligible for redress, you’ll be asked to opt-in to the scheme.

When does the Redress Scheme start?

Finance companies need time to prepare for the start of the scheme as the FCA want them to contact all eligible customers. This is called the implementation period. There’s different start dates depending on when your agreement was executed. For those in Scheme 1 the start date is 1 August 2026 and for those in Scheme 2, it’s 1 July 2026. It’s expected that all customers who are eligible will receive redress under the scheme by January 2028.

I’ve not yet raised a complaint – what do I need to do?

If you’ve not yet raised a complaint, the FCA have instructed finance companies to make contact with all customers who may be eligible for redress.

How will a funder contact me if I’m eligible for redress, but I’ve moved house since taking out my agreement?

The FCA expects funders to make reasonable, proportionate efforts to locate a customer who is due redress. If you’ve moved since taking our your agreement, you can contact the finance company directly to make a claim up to 31 August 2027.

Do I have to wait for the finance company to contact me?

No. You can contact the funder directly. Check their website as some have a form that you can complete, otherwise raise your complaint by phone, or letter or email. Most people will send an email being a quick and easy option. There is a list of email addresses at the end of this document.

You should let them know that you’re making a complaint and a claim under the FCA Motor Finance Redress Scheme and provide them with your details including:

Your name (if you’ve changed your name subsequently make sure that you give them your previous name too)
Your address (if you’ve moved address make sure that you also let them know the address that would have been on the agreement)
Your date of birth
The vehicle registration number (if you know it)
The vehicle make and model
The finance agreement reference or number (if you know this - you may be able to find this from a bank statement)
Your previous email address if you’ve changed it since taking out the agreement
When the agreement started (if you know this)
Any other contact details such as mobile phone number

I’ve seen adverts by Claims Management Companies (CMC) and Law firms specialising in making motor finance commission complaints. Is there any benefit in using them?

No. The FCA have undertaken an awareness campaign letting motor finance customers that there is no need to use a CMC or law firm to access the compensation scheme. The amount that they claim won’t be any more than you would receive otherwise as the calculation is set by the FCA and as most of these third parties charge a fee of around 30% of any compensation paid, it means that based on the FCA’s expected average redress:

Average redress £734 for Scheme 1 less 30% of £220.20, you would receive £513.80

Average redress £881 for Scheme 2 less 30% of £264.30, you would receive £616.70

When do I need to make a claim by?

If you’ve not been contacted by the finance company, you have until 31 August 2027 to submit a claim.

I’ve already contacted my finance provider- what happens?

If you’ve already contacted your finance provider, you should have received an acknowledgement from them. The finance company will let you know if you’re eligible for redress within 3 months from the start date, so either 30 November 2026 for Scheme 1 or 30 September 2026 for Scheme 2. They’ll also let you know how much you’re owed, give you a month to accept the offer and providing you do so, you should receive payment a month after your acceptance.

I’ve raised a complaint with the Financial Ombudsman Service (FOS) – what do I need to do?

If you’ve raised a complaint with FOS, you don’t need to do anything. They will investigate your complaint and advise you of their decision.

If I’m eligible, when will I get my compensation?

Please make sure that you look at the date of your agreement so that you look at the correct scheme.

Scheme 1 – agreements incepted on or after 06/04/2007 and on or before 31/03/2014

31/08/2026 The implementation period during which funders prepare for the start of the scheme ends

If you’ve complained before 31/08/2026

30/11/2026 By this date the finance company will have notified you if you’re eligible for compensation and if so how much. You have one month to confirm that you wish to accept the offer.

31/12/2026 By this date you will have needed to accept the offer made or challenge it

31/01/2027 By this date you will have received your redress payment

If you wait to be contacted by the finance company or make a complaint after 31/08/2026

28/02/2027 By this date the finance company will have invited you to opt-in to the scheme

31/08/2027 By this date you will have needed to confirm that you wish to join the scheme

30/11/2027 By this date if you are eligible for redress, you will have been notified by the finance company of how much compensation you are due. You have one month to accept this

31/12/2027 By this date you will have needed to accept the offer made or challenge it

31/01/2028 By this date you will have received your redress payment

Scheme 2 – agreements incepted on or after 01/04/2014 and on or before 01/11/2024

30/06/2026 The implementation period during which funders prepare for the start of the scheme ends

If you’ve complained before 30/06/2026

30/09/2026 By this date the finance company will have notified you if you’re eligible for compensation and if so how much. You have one month to confirm that you wish to accept the offer.

31/10/2026 By this date you will have needed to accept the offer made or challenge it

30/11/2026 By this date you will have received your redress payment

If you wait to be contacted by the finance company or make a complaint after 30/06/2026

31/12/2026 By this date the finance company will have invited you to opt-in to the scheme

30/06/2027 By this date you will have needed to confirm that you wish to join the scheme

30/09/2027 By this date if you are eligible for redress, you will have been notified by the finance company of how much compensation you are due. You have one month to accept this

31/10/2027 By this date you will have needed to accept the offer made or challenge it

30/11/2027 By this date you will have received your redress payment

How do I contact the finance company?

Funder

ALD: qualityuk@aldautomotive.com

Aldermore: aldermorecommissioncomplaints@aldermore.co.uk

Alphabet: customerexperience@alphabet.co.uk

Arval: customerservices@arval.co.uk

Audi Finance: commissionclaims@vwfs.co.uk

Bank of Scotland Vehicle Finance: LACustomerResolutionMailbox@lexautolease.co.uk

BNP Paribas: complaints.leasingsolutions@uk.bnpparibas.com

BMW Financial Services: commissiondisclosureenquiries@bmwfin.com