The below procedures apply only for complaints relating to a finance agreements or insurance product.
Initial investigation
In the first instance we will acknowledge your complaint and provide details of who is handling the case and how to contact them within 1 business day (Monday to Friday). If your complaint is resolved by close of the third business day following receipt of your complaint, we will send you a Summary Resolution Letter.
If we have been unable to resolve the matter within three business days, we will continue to keep you updated on the progress of your complaint and within 8 weeks* of receiving your complaint, we will either:
- write to you with our final response and the reasons for providing this.
or - explain why we are not able to currently give you a final response and let you know when we expect to be able to provide it.
In each case you will be provided with the contact details for the Financial Ombudsman Service.
*For complaints specifically relating to payment services, a full response will be sent within 15 days.
Independent Review
We aim to resolve all concerns raised as quickly and efficiently as possible, however, if you remain dissatisfied you may wish to seek redress through The Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.
Should you require any support or wish to discuss this process in more detail, please do not hesitate to contact the Customer Service Team - Customer.Services@snows.co.uk
Motor Finance Commission Arrangements
The Financial Conduct Authority (“FCA”) is looking at how commission was paid on some motor finance agreements. This includes arrangements between Lenders and Brokers, such as Motor Dealers. The FCA has introduced a compensation scheme to help make sure customers are treated fairly, where important commission information was not clearly explained.
On 30 March 2026, the FCA confirmed new rules for motor finance redress schemes.
There will be two schemes:
· Agreements that started between 6 April 2007 to 31 March 2014 - Launch date: 31 August 2026.
· Agreements that started between 1 April 2014 to 1 November 2024 – Launch date: 30 June 2026
Not every motor finance agreement will be included. For example, Personal Contract Hire (“PCH”) leasing agreements are not expected to be covered. Agreements may also be excluded where the commission was below the FCA’s low-commission thresholds, or where no interest was charged. Whether the scheme applies will depend on the details of your agreement, further details on eligibility can be found below:
https://www.fca.org.uk/consumers/car-finance-complaints#section-who-this-applies-to
At the moment, parts of the compensation scheme are on hold because of a legal challenge. This means lenders do not currently need to calculate or pay compensation under the scheme. The FCA expects the case to be heard in either December 2026 or February 2027. If the scheme is upheld and there is no appeal, payments are expected to start in 2027.
You can still make a complaint to your Lender if you are worried about commission on a motor finance agreement. If your complaint is covered by the FCA scheme, it may be dealt with under the scheme rules and timescales. If it is not covered by the scheme, it may be handled through the usual complaints process. If you are unhappy with the lender’s response, you may be able to refer your complaint to the Financial Ombudsman Service.
For more information about motor finance commission complaints, including how to check whether the FCA’s work may apply to you and how to complain, please visit https://www.fca.org.uk/consumers/car-finance-complaints
