If your complaint is in relation to a vehicle you have on finance, please contact your finance provider direct.
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:
| 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 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 that 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 three business days.
We will investigate your complaint fully and if the complaint cannot be dealt with 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 at escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter. You can contact them:
| By phone | 0800 023 4567 |
| By post: | The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. |
| By email: | complaint.info@financial-ombudsman.org.uk |
Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk.
Eligible complainants are:
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.
Last updated: 16th August 2023.