How To Make a Complaint

If your complaint is in relation to vehicle you have on finance, please contact your finance provider direct.

If your complaint is about a product or service offer by Jigsaw Finance please see below:

The first step is for us to understand your complaint; you can contact us by:

Phone 01782 450304
Post: Complaints Department, Jigsaw Finance, Genesis Centre, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF.
Email: complaints@jigsawfinance.com - please provide your name and daytime contact number where we can contact you between the hours of 9am - 5pm Monday to Friday.

We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.

If you are not happy with our response, and you are an eligible complainant, you can at escalate your complaint to the Financial Ombudsman, you will receive a leaflet detailing this with your final response letter. Eligible complainants are:

  • A consumer
  • Companies within the EU definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
  • A guarantor

Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk