We’re committed to providing a fair and transparent service. If you’re not happy with something, we want to hear from you. This page explains how to make a complaint, what to expect from us, and how we’ll work to put things right.
We aim to provide excellent service, but if something goes wrong, we want to hear from you so we can put things right. You can contact us by phone, email, or post:
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complaints@automoneytrust.co.uk |
Post |
AutoMoney Trust Limited, Unit 3 Brooklands, Redditch, Worcestershire, B98 9DW |
Phone |
0800 197 9090 (Option 5) Calls to this number are free of charge.Lines are open Monday – Friday 8am – 6pm |
At a glance
You have complained to AutoMoney Trust Limited. We will look into your concerns and try to put things right where we need to.
We will not treat you unfairly because you have complained.
When we deal with your complaint, we will:
You can contact us at any time to ask for an update or send us more information about your complaint.
| complaints@automoneytrust.co.uk | |
| Phone | 0800 197 9090 Lines are open 8am to 5pm, Monday to Friday. Calls to this number are free. |
| Post | Compliance Department, AutoMoney Trust Limited, Unit 3 Brooklands, Moons Moat Drive, Redditch, B98 9DW |
When you contact us, please include your name and, if you have them, your agreement number or vehicle registration. Do not worry if you do not have these details. We will still help you.
You do not need to send us anything else unless we ask you to. If you do have extra information that may help us, please send it to us as soon as you can.
Useful information may include:
Please send copies, not original documents, unless we ask for the originals.
You can ask someone else to help you with your complaint. This could be a friend, family member or representative. We may need your permission before we can talk to them about your account. If you use a paid representative, you are responsible for any fees they charge.
Please tell us if you need extra support. For example, you may be dealing with illness, bereavement, money worries, caring responsibilities or difficulty with paperwork or technology.
If you are worried about payments, please tell us as soon as you can. We can talk to you about support options. You can still complain while we do this.
We will try to make things easier for you. Where we can, we may:
We will make sure your complaint is with the right team. If we cannot sort it out quickly, we will write to you to confirm that we are looking into it. We will also tell you how to contact us for updates.
We will check the information we hold. This may include your agreement, payment history, account notes, call recordings and letters or emails. We may ask you for more information.
Sometimes we may need information from someone else, such as a dealer or broker. We will only share information where it is appropriate and lawful to do so.
A business day means Monday to Friday, not including bank holidays.
Our answer will say whether we agree, partly agree or do not agree with your complaint. It will explain why. It will also say what we will do next, such as apologise, correct an error, refund money, pay compensation or take another suitable step.
Some complaints are about commission. This means money that may have been paid to a dealer or broker for arranging motor finance.
The Financial Conduct Authority (FCA) has introduced a motor finance compensation scheme for some agreements used between 6 April 2007 and 1 November 2024. It may apply where important commission information, or the relationship between the lender and the dealer or broker, was not made clear.
You do not need to know what type of commission applied. We will check this as part of our review.
The scheme is currently subject to legal challenges and some parts of it have been temporarily suspended by the Upper Tribunal. This means lenders must continue with important parts of the work needed to assess complaints, but some later stages of the scheme — including calculating and paying compensation where compensation may be due — are currently on hold.
The legal challenges are expected to be heard either in December 2026 or February 2027, with a judgment expected afterwards. This means some customers may have to wait longer than originally expected for their complaint to be fully resolved and for any compensation that may be due.
If you have already complained to us, you do not need to submit your complaint again. We will keep the complaint and information already provided and will continue to review it and gather the information we need as far as the current FCA rules allow.
The temporary suspension does not stop all parts of the scheme. In some circumstances, the FCA rules still require lenders to tell customers where their complaint does not result in compensation. We will contact you when we are able or required to progress your complaint further.
If your complaint is, or may be, covered by the scheme, we will tell you. Our letters will explain:
If your complaint also covers something other than commission, we will explain whether we can deal with that part separately or under our usual complaints process.
Please tell us if you are acting for someone who has died, or if bankruptcy, an Individual Voluntary Arrangement or a similar process affects you. This may affect who we can talk to and who any payment goes to.
We will keep this page updated as the legal challenges and the FCA scheme develop.
For the latest information, visit the FCA car finance claims page: https://www.fca.org.uk/consumers/car-finance-complaints.
Protect yourself from scams
The Financial Ombudsman Service (FOS) is free and independent. It can look at many complaints about financial businesses, but not all of them.
You may be able to ask the FOS to look at your complaint if:
For most complaints, you must contact the FOS within six months of the date of our Final Response. For motor finance commission complaints, the deadline may be different. We will explain the deadline in our letter. It is important that you contact the FOS by that date.
The FOS cannot look at every complaint. If this may affect you, we will explain this in our response.
| Website | https://www.financial-ombudsman.org.uk/ |
| Phone | 0800 023 4546 or 0300 123 9123 |
| Post | Financial Ombudsman Service, Exchange Tower, London, E14 9SR |
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Firm name: AutoMoney Trust Limited |
| Period covered: 1st January 2026 – 30th June 2026 | |
| Brands/trading names covered: AutoMoney Trust | |
| Open Complaints Publication Report |
1st January 2025 to 30th June 2025 - Download Complaints Publication Report
July 1st 2025 - December 31st 2025 - Download Complaints Publication Report
