Complaints.

Complaints

Mercedes-Benz Finance Complaints Procedure

Our goal is to provide the highest quality of service to each and every customer, but we recognise that things do occasionally go wrong. If you have reason to make a finance complaint, please follow our complaints procedure below.

Stage 1 - Contact us
If you have reason to complain, you can contact us by:

Calling: 0370 847 0700
Emailing: customerservices-mbfs@daimler.com

Or writing to us at:

Mercedes Benz Finance,
Tongwell,
Milton Keynes,
MK15 8BA.

Monday to Friday 08.00 - 19.30, Saturday 09.00 - 17.00, Sunday 11.00 - 16.00.

Stage 2 — Our response
If we are able to resolve your complaint within three working days, we will write to you providing confirmation that we believe your complaint is resolved.

We will also provide you with further options should you remain dissatisfied. If we are unable to resolve your complaint within three working days, we will inform you and your complaint will be escalated for further investigation.

We will provide written acknowledgement of your escalated complaint within five working days. Within four weeks of receiving your complaint, we will write to you with the outcome of our investigation. If we need to carry out further investigations, we will inform you of any delay with an estimated completion date which should be within four weeks of the initial complaint creation.

In some instances, where we are unable to resolve your complaint within four weeks, we will write to you with an update and an anticipated resolution date which should not exceed eight weeks from the date we received your complaint.

Stage 3 — 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 BVRLA (British Vehicle Rental and Leasing Association) at:

British Vehicle Rental and Leasing Association,
River Lodge,
Badminton Court,
Amersham
HP7 0DD.

Stage 4 — 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,
Harbour Exchange Square,
London E14 9SR

Or visit www.financial-ombudsman.org.uk.

I would like to make a complaint about my Insurance.

I wish to make a complaint regarding Motor Insurance. Who Should I contact?
We are sorry that you are not satisfied with your Motor Insurance or that our service has not lived up to your expectation.

To make a complaint please call us on 0345 600 2180 Monday to Friday 08:30-18:00 or Saturday 09:00-14:00.

Alternatively please write to us at
Daimler Insurance Services,
Delaware Drive
Tongwell,
Milton Keynes,
MK15 8BA.

If you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone:
0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones)

Or simply log on to their website at www.financial-ombudsman.org.uk.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.
www.financial-ombudsman.org.uk

Financial Services Compensation Scheme (FSCS).

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

Further information about the scheme is available from the FSCS website www.financial-ombudsman.org.uk, or write to:
Financial Services Compensation Scheme,
10th Floor Beaufort House,
15 St Botolph Street
EC3A 7QU.
www.fscs.org.uk

I would like to make a complaint regarding my Minor Damage Insurance Product. Who should I contact?


Making a complaint about how the Product was sold
Please contact the Retailer that sold you the policy.

Making a complaint about the Minor Damage Insurance
Please contact AutoProtect on 01279 456 500, Open 9.00am – 5.00pm Monday to Friday, and Saturday 9.00am – 12.00pm.

Alternatively you can email them on info@AutoProtect.net .

Or you can also write to them at:
AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk

I wish to make a complaint regarding my Alloy Wheel Insurance. Who should I contact?

Making a complaint about how the Product was sold
Please contact the Retailer that sold you the policy.

Making a complaint about the Alloy Wheel Insurance Product
Please contact AutoProtect on 01279 456 500, open 9:00am - 5:00pm Monday to Friday and Saturday 9:00am - 12:00pm.
Alternatively you can email them on info@AutoProtect.net.

Or you can also write to them at:

AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk

I wish to make a complaint regarding my GAP Insurance policy (Policies sold between 2008 and March 2014). Who should I contact?

Making a complaint about how the Product was sold
Please contact the Retailer that sold you the policy.

Making a complaint regarding GAP Insurance (Policies sold between 2008 and March 2014)
Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistenica, Please Contact MAPRE Assistance by calling 0330 400 1663, open 9.00am - 5:30pm Monday to Friday.

Alternatively you can write to them at:
Abraxas Insurance Administration Services Limited.
One Victoria Street
Bristol Bridge
Bristol
BS1 6AA

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk

I wish to make a complaint regarding my GAP Insurance policy (Policies sold from March 2014 onwards). Who should I contact?

Making a complaint about how the Product was sold
Please contact the Retailer that sold you the policy.

Making a complaint regarding GAP Insurance (Policies sold from March 2014 onwards)
Making a complaint regarding GAP Insurance Please contact AutoProtect (Policies sold after March 2014) on 01279 456 500, Open 9:00am - 5:00pm Monday to Friday and Saturday 9:00am - 12:00pm.

Alternatively, you can email them on info@AutoProtect.net.

Or you can also write to them at:
AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

www.financial-ombudsman.org.uk