Complaints Procedure

We are committed to providing high quality services to all of our clients. In the event that a problem occurs we are committed to ensuring that there is an expedited review of the complaint, the result of which will be reported upon promptly.

Our procedure is as follows

Upon receipt of any complaint the person responsible for investigating the complaint will issue a letter of acknowledgement within 5 business days of the initial notification stating the name of the appointed individual who will be dealing with the complaint.

The person responsible for handling your complaint will then provide a written response to you within 20 business days of receipt of the complaint. However, if the complaint is sufficiently complicated to warrant longer investigation or it requires a review of further information and a response cannot be given within 20 business days, we will inform you in writing of the reasons why we have been unable to resolve the complaint and when you can expect to receive a final response from us.

If a final response is not ready within 40 days, we will again notify you as to why this is and when you should expect to receive a final response. You may be able to refer the matter to the Financial Ombudsman Service if you have not received a final response within 40 days. If you are still not satisfied once we have made our decision on the complaint, you may write to us again.

This Complaints Procedure does not affect any right of legal action you may have against the parties concerned. If we consider that another Authorised Firm or a Regulated Financial Institution is entirely or partly responsible for the subject matter of a Complaint, we may refer the Complaint, or the relevant part of it, to the other Authorised Firm or Regulated Financial Institution.

In such cases we will:

  1. (a) inform you promptly and in writing that we would like to refer the Complaint, either entirely or in part, to another Authorised Firm or Regulated Financial Institution and obtain your written consent to do so;

  2. (b) if you consent to the referral of the Complaint, we will then refer the Complaint to the other Authorised Firm or Regulated Financial Institution promptly and in writing;

  3. (c) inform you promptly and in writing that the Complaint has been referred and include adequate contact details of any individual at the other Authorised Firm or Regulated Financial Institution responsible for handling the Complaint; and

  4. (d) continue to deal with any part of the Complaint not referred to the other Authorised Firm or Regulated Financial Institution, in accordance with our normal procedures. To the extent the referral of any complaint as envisaged above entails the transfer of personal information; we will do so only in accordance with our registration under the Data Protection Act 2018.

All records will be kept for a period of six years.

Song Bird
Song Bird
Could not recommend Happy Motor Finance enough. Kirsty has been so helpful throughout, searching for cars and contacting dealerships on my behalf. She has gone above and beyond and made what could have been a stressful experience a walk in the park. Would definitely use again. Highly recommend
Jordan Little
Jordan Little
Brilliant service sorted everything for me
Tricky Mooney
Tricky Mooney
First class, quick and easy and extremely helpful from start to finish 👍🏼
Lucy Holden
Lucy Holden
Brilliant service from star to finish super fast on the forms and got my dream car ❤️
Debbie King
Debbie King
Excellent company highly recommend. Always available to help, brilliant communication and always kept informed of how the process was going. Swift, helpful and kind. Can’t wait to collect my new car. Thank you.
Nicola Redgrave
Nicola Redgrave
Fab from start to finish! Thank you so much! Can't wait to pick my car up! ❤️
Matthew Moxham
Matthew Moxham
Absolutely 110%.. Extremely helpful very fast replies.. Absolutely could not do enough for me.... Customer service is exactly how it should be... Amazing experience from the start to finish Thankyou
A M
A M
Easy and very helpful in finding the right car for me
Some of our trusted partners
Oodle - Car Finance Loan Lender
Marsh Car Finance - Motor Finance Broker
Advantage Finance - Car Finance Broker Partner
Lendable Car Finance - Motor Finance
Close Finance - Motor Finance Partners
First Response Car Finance Broker Partner
Happy Motor Finance Limited is registered in England and Wales under company number: 14387669. Registered office address: Clippers House, Clippers Quay, Salford, England, M50 3XP

Happy Motor Finance Limited (FRN - 989250) is authorised and regulated by the Financial Conduct Authority. We act as a credit broker not a lender. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. (Written Quotation available upon request). Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow) this will not affect the rate you are offered or the amount you will pay back. The lenders we work with could pay commission at different rates. All finance is subject to status and income. Terms and conditions apply. Applicants must be 18 years or over. We are only able to offer finance products from these providers.

Happy Motor Finance Limited are registered with the Information Commissioners Office under registration number: ZB408604

VAT Number: 456 0212 21