How To Make a Complaint

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

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

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

We will log your complaint within 24 hours.

If the complaint can be dealt with within 3 business days we will send you a summary resolution communication within 2 business days of resolving the complaint, this will include information on what to do if you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.

If your complaint can not be dealt with in 3 business days, we will send you our initial response letter within 2 days of either receiving the complaint or realising the complaint cannot be resolved within 3 business days.

We will investigate your complaint fully and if the complaint cannot be dealt within 4 weeks, send you an update on the progress of your complaint.

We 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.

Within our final response, we will explain what to do if you are not happy with our response/resolution and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within 6 months of the date of the final response letter. You can contact them:

Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk.

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.

Discretionary Commission Arrangements (DCA's)

If your complaint is regarding Discretionary Commission Arrangements (DCA's), the Financial Conduct Authority have introduced temporary complaint-handling rules relating to Discretionary Commission Arrangements, if:

• You bought a car/vehicle using car finance before 28 January 2021
• The lender/dealer/broker (acting as credit broker) had a discretionary commission arrangement, and
• If you made a complaint to the lender/dealer/broker between 17 November 2023 and 25 September 2024, or
• You received a final response to your complaint from the business between 12 July 2023 and 20 November 2024.

The FCA have paused the requirement on firms to provide a final response within 8 weeks of receiving the complaint. You can still complain to us however we may not send you a final response until after 4th December 2025, at the earliest.

The FCA has also confirmed that consumers have until the later of 29 July 2026 or 15 months from the date of their final response letter from the firm, to refer a DCA complaint to the Financial Ombudsman (instead of the usual 6 months).

If you're unhappy with a response you've had from us previously, the FCA have extended the maximum referral time you have to take your complaint to the Financial Ombudsman Service also from 6 months of getting a final response from us to 15 months, if you were sent a final response between 12 July 2023 and 20 November 2024.

For more information, please see the Financial Conduct Authority’s website by following the link Car finance complaints | FCA or The Financial Ombudsman Service website on Complaints about car finance commission (financial-ombudsman.org.uk)

Commission Complaints – Non-Discretionary Commission Arrangements

The FCA have also extended the time firms have to respond and to provide a final response to complaints about motor finance agreements regarding commission arrangements that were not discretionary, until after 4 December 2025.

This falls in line with the extension they have already put in place for complaints involving Discretionary Commission Arrangements (DCA).

They have also confirmed that consumers will have until the later of 29 July 2026 or 15 months from the date of their final response letter from the firm, to refer a non-DCA complaint to the Financial Ombudsman (instead of the usual 6 months).

For more information, please visit the FCA website: Car finance complaints | FCA

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Last updated: 7^th January 2025.