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Making a complaint

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

If you're not completely happy with our service, we’d like to hear about it - that way, we can do something to put it right. At JCB Finance Ltd, we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right. We want to:

  • make it easy for you to tell us about your complaint
  • give your complaint the attention it deserves
  • resolve your complaint without delay
  • make sure you are satisfied with how your complaint was resolved

If you have a complaint about any aspect of our service then we would like to hear from you. You can tell us about your concern in the following ways:

  • in person - Our Head Office is open from 8.30am to 4.45pm Monday to Friday
  • in writing - address your letter to Customer Services, JCB Finance Ltd, The Mill, Rocester, Staffordshire, ST14 5JW
  • by telephone – 0800 273348 (calls may be recorded)
  • by e-mail (JCB Finance UK customers only) – complaints@jcb-finance.co.uk - please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

Complaints made by email - if you send us a complaint by email, we will usually respond to your email address. However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents.

Complaint Detail

Please enter your details and a brief description regarding the nature of your complaint in the form below.
This enquiry form is for JCB Finance customers only. For JCB please click here

For details on how JCB Finance will use your information see www.jcb-finance.co.uk/dpa

We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

  • Why we have not yet resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer to resolve. We will contact you regularly until your complaint has been resolved.

If we can't agree an acceptable resolution to your complaint within eight weeks we will:

  • send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision, or
  • issue our decision letter, which will explain our final position

You may be eligible to refer your complaint to the Financial Ombudsman Service.

We will send you a leaflet telling you more about the Financial Ombudsman Service and explaining your referral rights if we haven’t been able to resolve your complaint within eight weeks, and with our final decision letter.

We are covered by the Financial Ombudsman Service in relation to financial agreements regulated by the Consumer Credit Act 1974 and contracts of general insurance. If we cannot reach agreement with you, we will issue you with a Final Response Letter. This letter will clearly set out our position in relation to your complaint.

Our aim is to resolve all complaints internally. However if you are not satisfied with our decision, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively you can telephone 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk.

Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

On the 11th January 2024 the Financial Conduct Authority (FCA) made temporary changes to the complaint time limit rules relating to Discretionary Commission Arrangement (DCA) complaints.

The changes introduced by the Financial Conduct Authority apply to all motor finance firms and mean that the usual 8-week deadline to issue a final response is paused for a period of 37-weeks beginning 11th January 2024 and ending 25th September 2024. Once the pause ends, the 8-week time limit to issue a final response will be reinstated. The pause applies to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker. The pause is to prevent disorderly, inconsistent, and inefficient outcomes for customers while the Financial Conduct Authority assess the issue and determine the best way forward.

For more information relating to Financial Conduct Authority temporary change to the complaint time limit rules see: www.fca.org.uk/carfinance

JCB Finance are members of the Finance & Leasing Association (FLA). A customer can complain to the FLA if they believe that one of their members has failed to meet the standards of the Business Finance Code. Complaints can be raised by completing the Business Finance Code Complaints Form (obtainable from the FLA website) and emailing this to business.finance@fla.org.uk.

The FLA will send a complaint acknowledgement to the complainant and then ask their member to review the complaint and provide appropriate response to the complainant. Progress in reviewing the complaint will be monitored by the FLA, who will also check that the response meets the requirements of the Code. Compensation cannot be awarded by the FLA.

The following conditions must be met before the FLA will review a complaint:

  • Complainant must have reached the end of the complaints process with the funder.
  • There must be no ongoing legal action relating to the complaint.
  • Complainant must send the FLA a completed complaints form, with a copy of the agreement(s) affected and the final response from the funder.
  • The FLA will not consider complaints where the Financial Ombudsman Service (FOS) has made a decision. The FLA cannot consider complaints which are under current investigation by the FOS, unless the FOS subsequently rules that the complaint is outside of its jurisdiction.
  • Complaints must be in relation to the conduct of an FLA member where they are providing funding covered by our Business Finance Code. The FLA cannot consider complaints relating to the performance of an asset or vehicle, or in relation to the conduct of any intermediary, supplier or broker.

The FLA also offers an independent mediation scheme for exceptional complaints.

In the event of continued or repeated non-compliance, the FLA will take action, including a warning or expulsion from FLA membership.