01706 648882

enquiries@marshfinance.co.uk

Have a Complaint?
We Can Help.

We try to make the your experience the best it could possibly be, but we know that sometimes things can go wrong. If you have a complaint about the service you’ve received, you can contact us directly.

In Writing

Address your letter to:
Customer Care Team, Crossfield Mill, Crawford Street, Rochdale, OL16 5RS

By Email

customercare@marshfinance.co.uk

By Phone

01706 752385
The Customer Care line is open 08:30 – 16:30

We’re here to help

 

How We Will Handle Your Complaint

We have 8 weeks to resolve complaints, however, we aim to solve your concerns straight away in an impartial manner. If we are able to resolve your complaint within 3 working days, we will issue a Summary Resolution Communication (Final Response Letter) to you. If we have not been able to resolve your complaint within 3 working days, we will write to tell you in the form of an Acknowledgement Letter which is issued usually within 5 working days of receiving your complaint. This letter contains the following information:

  • Confirmation of what we believe to be your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We endeavour to resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer to resolve and could take the full 8 weeks in limited cases. We will however contact you regularly until your complaint has been resolved.

If You Are Still Not Satisfied

If we can’t agree an acceptable resolution to your complaint within eight weeks we will:

  • Send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision, or
  • Issue our decision letter (Final Response Letter), which will explain our final position

You may be eligible to refer your complaint to the Financial Ombudsman Service.

We will send you a leaflet/link telling you more about the Financial Ombudsman Service and explaining your referral rights if we haven’t been able to resolve your complaint within eight weeks, and our Final Response Letter.

The Financial Ombudsman Service

If we cannot reach agreement with you, we will issue you with a Final Response Letter. This letter will clearly set out our position in relation to your complaint.

Our aim is to resolve all complaints internally. However, if you are not satisfied with our decision, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

Contact details for the Financial Ombudsman are as follows;

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

EU Online Dispute Resolution service (ODR)

For products and services bought online you have the right to refer any complaint to the EU Online Dispute Resolution service (ODR) who can put you in touch with the right body to help resolve your complaint. You can access the ODR at this link: https://ec.europa.eu/consumers/odr

As we’re a UK Financial Services business, the ODR will refer you to the Financial Ombudsman Service (FOS) as the alternative dispute resolution body. The FOS will refer you to our complaints process, unless you’ve already been through this. So you might prefer to go straight to the FOS after you’ve been through our complaints process (see more information about the FOS above).

If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: customercare@marshfinance.co.uk

FAQ

Here are some answers to Frequently Asked Questions.

Can I settle my agreement early?

Yes, you can settle your agreement at any time either by paying off the existing balance or by part exchange from your dealer who will work with us to organize your settlement.

Am I able to transfer to another lender?

You can’t transfer to another lender during your agreement. You would have to settle your agreement with Marsh before moving to a different lender.

I've sent you a complaint, what is next?

Where we receive a complaint from you, our Customer Care Team will investigate your complaint diligently and impartially.

We’ll look over the following;

  • The nature of your complaint.
  • Whether any third party is involved in the complaint (such as the dealer that sold your vehicle or a lender).
  • How we should resolve the complaint.
  • Whether the complaint should be upheld and whether any redress should be paid to you.

When considering complaints, we’ll take into account all of the available evidence, as well as the circumstances of your particular complaint. We’ll also take into account any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulation

How are complaints resolved?

Upon receiving your complaint, it will be logged and given a reference number. Where a complaint is resolved within three business days, you will receive a Summary Resolution communication, which will inform you of the resolution.

It will also provide you with the Financial Ombudsman Service’s details so you can refer it to them if you do not agree with the resolution. Where investigations continue beyond three business days, the complaint will be promptly acknowledged and a Final Response will be subsequently issued once investigations have concluded.

We’ll keep in touch while we’re looking into your complaint and we’ll be happy to answer any queries you may have about how we’re progressing.

What happens after the investigation?

Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed appropriate, this may also include an element of interest calculated in line with relevant guidance.

What are the time limits for making a complaint?

We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’ve complained about, or (if later) more than 3 years after you were (or ought reasonably to have been) aware of a cause for complaint. We will, however, be happy to consider any exceptional circumstances that you feel may explain the delay in bringing the matter to our attention.

What if I’m still unhappy with the response?

Should you remain unhappy with our findings having received our Final Response, you may be able to refer the matter to the Financial Ombudsman Service for review and we will advise you of your rights to this.

You can refer your complaint to the Financial Ombudsman Service if you’ve either: received a Final Response with which you’re dissatisfied; or we’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response.

The Financial Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

By post:
The Financial Ombudsman Service
Exchange Tower
London

What is the Financial Ombudsman Service?

The Financial Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

By post:
The Financial Ombudsman Service
Exchange Tower
London