Complaints procedure page.

Complaints procedure page

If you need to make a complaint about any aspect of your finance agreement, simply write to us with full details of the problem. We’ll do our utmost to resolve any issues you have and provide a first class service throughout the complaints procedure.

Stage 1 - contact us.

If you have reason to complain in writing, you can contact us by calling 0370 847 0700 or writing to us at: Mercedes-Benz Finance, Tongwell, Milton Keynes, MK15 8BA.

We’ll provide written acknowledgement of your complaint within five working days. Most issues that arise require action locally. However, should we need to involve our retailer network to resolve the problem, we will refer your letter to the relevant area who will provide us with a response within ten working days.


Stage 2 - our response.

Four weeks after receiving your complaint, we’ll write to you with the outcome of our investigation. If we need to carry out further investigations, we’ll inform you of any delay with an estimated completion date.


Stage 3 - independent review.

If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

What to do if you're not satisfied.

If the matter is not resolved to your satisfaction, you may refer your complaint to the Finance and Leasing Association complaints handling team. They will independently explore the situation in line with their code of practice. You can contact them at: Finance and Leasing Association, Imperial House, 15-19 Kingsway, London, WC2B 6UN.

If your complaint is regarding Vehicle Return Standards, you should instead contact the BVLRA (British Vehicle Rental and Leasing Association) at: British Vehicle Rental and Leasing Association, River Lodge, Badmington Court, Amersham, HP7 0DD.