Make a Complaint

We are committed to providing you with a courteous and efficient service. Even with the best of intentions, we know things can go wrong. If for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible by calling our Customer Services team on 01244 200746 and we will try and assist you as much as we can.

If you wish to make a complaint, you can contact SMF by

Website: https://www.smfmotor.com/
Email: complaints@smfmotor.com
Phone: 01244 200063
Post:
Complaints Team
Specialist Motor Finance Limited
International House
Kingsfield Court
Chester Business Park
Chester
CH4 9RF

To help us respond to your complaint, we kindly ask that you provide us with your name, address, your agreement number and details of your complaint. Once we have this information, we’ll be able to start looking into your complaint for you.

How Long is the Complaints Process?

Our complaints team aims to acknowledge all matters referred to them within 48 hours (2 business days).

Our aim is to resolve your complaint quickly and within no more than 8 weeks. If we resolve your complaint within 3 business days and you confirm you are happy with the resolution we will confirm this by letter in our Summary Resolution. In this we will tell you about the Financial Ombudsman Service (FOS), who will review your case if you subsequently decide you are unhappy with our resolution.

If we are unable to answer your complaint within eight weeks after receipt of your original complaint letter we will send you either, a final response; or a letter explaining why we are not in a position to issue a final response, advising you when we expect to be able to do so. At this point, you may be able to take your complaint to FOS. FOS is a free, independent service that looks into disputes between financial businesses and their customers. You have six months from the date of SMF’s final response letter to refer your complaint to the FOS, where it relates to the provision of finance.
Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Contact number: 0800 0234 567
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Further helpful information can be obtained from visiting the Financial Ombudsman Service website above.