The Finance Conduct Authority is the independent regulatory body for all UK financial services. They require us by law to provide you with an Initial Disclosure Document for customers to provide a summary of the products and services we offer, how we’re paid commission from our lenders and what to do if you need to make a complaint.
Who are we regulated by?
UK Car Finance Limited (T/A Refused Car Finance) is authorised and regulated by the Finance Conduct Authority for all consumer credit activity and our firm’s registration number is 714966, permitted activities allow us to act as a broker and not a lender. You can verify this information by using the registration number (714966) on the FCA website.
What services do we provide?
We can introduce you to a limited number of selected finance providers and finance brokers who may be able to offer you finance for your vehicle purchase, our role as a finance broker is to determine which lender on our panel will be suitable. Rates are determined by our lender based on a number of parameters, e.g. personal circumstances, age of vehicle, balance financed etc.
Do we get paid a commission from lenders?
We are a car finance broker and help to find the best deal for customers from a wide and varied lending panel. We have commercial arrangements in place with a number of UK lenders for arranging loans to UK customers. We have different commission arrangements in place with each of these lenders. The income that we earn may be a fixed fee or a fixed percentage of the amount borrowed. The commission we are paid does not have an impact on the amount you pay.
How are we paid a commission?
We are paid a commission from the lender for the introduction to you and for them arranging your finance agreement. This payment is part of our commercial arrangement with the lender and may vary based on the terms of the finance agreement. For arranging your finance agreement, different lenders pay different amounts for making the introduction.
How is the commission calculated?
The commission is a one-off payment based on the amount you borrow. Depending on which lender you are introduced to, the income we earn may be a fixed fee or a fixed percentage of the amount borrowed. The commission is subject to a maximum limit.
Your finance agreement will be based on several factors which include your credit score, the vehicle, and the deposit amount. Before entering into a financial agreement with us, you will be supplied with the exact amount of commission we will be paid by your chosen lender.
What is your relationship with a lender?
We work with a limited selection of lenders when arranging finance. As a Credit Broker, we may also have other commercial arrangements with a lender which do not influence the terms of your finance agreement.
Do I get charged for the introduction?
No, we do not charge you a fee for using our services. The lender pays a commission to us for the introduction and arranging of your finance agreement. The commission we are paid does not have an impact on the amount you pay for car finance.
Do you provide advice on my financial options?
No, we do not provide you with independent financial advice. We can’t give you an impartial recommendation on finance because we’re paid a commission by the lender. You should consider all your options before entering into this finance agreement and a wider range of products and rates may be available elsewhere.
How is your data stored?
Your personal data is held in accordance with the Data Protection Act 2018. Some or all of your data that you provide to us will be passed on to our lender in order for them to assess and underwrite your application for finance. For more information, please visit our dedicated Privacy Policy page on our website.
How do you make a complaint?
If you have a complaint about any of our services, we would like to hear from you, the last thing we want is an unhappy customer. Please contact us to discuss your complaint in more detail using the following methods:
📞 Call us: 0191 718 0000
📧 Email us: [email protected]
✍🏼 Write to us: Lakeside House, 30 Northumbrian Way, Newcastle Upon Tyne, NE12 6EH.
How to contact the Financial Ombudsman Service.
If you are not happy with our final response to your complaint, you can escalate your complaint to the Financial Ombudsman Service, however, you must contact them within 6 months from the date of our Final Response, the Ombudsman Service will confirm with you that we have issued our final response and may need to see evidence of our outcome which you will need to provide to them.
The Ombudsman Service is a free and impartial service for resolving disputes between consumers and financial services institutions, their contact details are detailed below.
By phone: 0800 023 4567 or 0300 123 9123
By email: [email protected]
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Online: www.financial-ombudsman.org.uk
More information can be found on the Complaints Page of our website.