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Making a complaint

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I wish to make a complaint

Please tell us if you have any cause for complaint

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

How to make contact

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.

How we will handle your complaint

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 you are still not satisfied

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.

The Financial Ombudsman Service

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.

 

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.

Complaint Enquiry

Please enter your details and a brief description regarding the nature of your complaint in the form below.

Fields marked with a * are required

This enquiry form is for UK customers only. For anybody else please click here