Lodging complaint against finance company

MrsB387

Please see my previous thread for the details.

https://forums.moneysavingexpert.com/discussion/5425885

We believe we have been mis sold a car under a PCP agreement and the car is not suitable for our needs. We are now at the stage of lodging a complaint with the finance company having already lodged a complaint with the manufacturer.

I have documented everything so far - every telephone call, every visit from roadside assistance.

We have been instructed to email the finance company and I am in the midst of writing a rough draft. My question is do I set out the basic complaint and attach the document I have of the timeline of the issues?

Thanks

neilmcl

Can you not stick to the original thread, otherwise it will start to become very confusing!

bigjl

You don't want to antagonise the Finance Company. (Your thread title says you are making a complaint against the Finance Co)

They never sold you anything, they provided the money for you to purchase something you didn't have the money to pay for or didn't want to spend in one lump.

The Dealer sold you the car, nobody else.

You need to get the Fin Co on your side, you have been sold a vehicle not fit for the purpose that it was intended.

Which as per your PCP agreement was 6000miles a year.

Clearly unless you were going to do one 500 mile journey a month the car would be fine. ( As far as DPF Regen goes)

If you were going to do 100 5 miles trips every month then clearly the DPF is going to struggle as it will never get hot.

Dealwrs can't afford to annoy the Finance Co, especially if it's a main dealer as they sell high value vehicles that are rarely bought for cash.

MrsB387

bigjl wrote: »

You don't want to antagonise the Finance Company. (Your thread title says you are making a complaint against the Finance Co)

They never sold you anything, they provided the money for you to purchase something you didn't have the money to pay for or didn't want to spend in one lump.

The Dealer sold you the car, nobody else.

You need to get the Fin Co on your side, you have been sold a vehicle not fit for the purpose that it was intended.

Which as per your PCP agreement was 6000miles a year.

Clearly unless you were going to do one 500 mile journey a month the car would be fine. ( As far as DPF Regen goes)

If you were going to do 100 5 miles trips every month then clearly the DPF is going to struggle as it will never get hot.

Dealwrs can't afford to annoy the Finance Co, especially if it's a main dealer as they sell high value vehicles that are rarely bought for cash.

My husband contacted the finance company today and they have advised that we send an email detailing our complaint.

Marvel1

What do the finance company do? I always thought they provide the "loan" not actually selling you the car.

Stroller133

cjdavies wrote: »

What do the finance company do? I always thought they provide the "loan" actually selling you the car.

Exactly they have a vested interest in the car and in the customer being happy with the car. Unhappy customers may decide to stop paying!

laidbackgjr

MrsB387 wrote: »

My husband contacted the finance company today and they have advised that we send an email detailing our complaint.

Remember you are not complaining about the finance company, you are wanting to engage the finance company to support you in pushing the dealer to fix the car - as it's actually the finance companies car and you need the finance company to complain to the dealer that their car is not being looked after properly by the dealer.

If you complain about the finance company - all they can do is cancel the PCP and the way to do that is for you to pay cash for the car and then the problem with the car is all yours!

motorguy

MrsB387 wrote: »

My husband contacted the finance company today and they have advised that we send an email detailing our complaint.

As bigjl said though, make sure you're not wording it as a "complaint" against them.

Whilst some girl in their call centre may say email in your complaint, it doesnt necessarily mean its the best idea.

motorguy

MrsB387 wrote: »

having already lodged a complaint with the manufacturer.

Keep poking the manufacturer. Ring their customer service desk and if they say they will look into it, ring them back daily if needs be to get action.

Also, keep on at the dealer. Dont let them feel they are in any way off the hook.

They sold you a car that is practically unusable for you.

Make as much noise as possible, as often as possible.

Writing an email or letter is good for keeping things documented but it takes the pressure off them to respond instantly and do something NOW

I would also consider seeking formal legal advice - a firmly worded letter following up to the dealership, manufacturer and finance company might help them realise you mean business.

Also, if the dealership and manufacturer have a facebook presence, hassle them on there too.

And any other social media outlet they use.

motorguy

cjdavies wrote: »

What do the finance company do? I always thought they provide the "loan" not actually selling you the car.

They own the car until you make the final payment, so your problem with the car is very much their problem.