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Customer Care

Tell us how we’ve done

We try our best to deliver a great customer experience, and we love to hear how well we’ve done. However, we understand that sometimes things go wrong, and we want to hear about that too so we can make things right. Please find the complaints form at the bottom of the page if you wish to register a complaint with us.

Our commitment to you

Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome.

The Customer Resolution Team

All complaints will be dealt with fairly and impartially, and all information that you provide will be treated confidentially. Once we have received your complaint, we'll do everything we can to resolve it quickly.

If we can resolve your complaint within 5 business days following the day we receive it, we'll confirm the outcome in a letter to you and explain how you can refer to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of your complaint.

For the more complex issues we may need more time to investigate, and if this is the case, we'lll acknowledge your complaint within 5 business days of receipt of your complaint outlining the next steps and when you can expect to hear from us. We'll provide you with a reference number for your complaint in case you need to contact us. We'll contact you to discuss your complaint should we need further information from you.

Our aim is to resolve your complaint within 8 weeks from when we first received it, and once resolved we'll send you a Final Response Letter. If we are unable to resolve your complaint within 8 weeks, our letter at this time will explain why and give you a timescale of when we think we'll be able to send you a final response. This letter will also include your Financial Ombudsman Service rights.

To ensure we can contact you if we need too, please make sure we have a valid email address and contact telephone number. You can send us this information via the complaint form found at the bottom of the page.

Motor Commission Complaints

If you used motor finance to buy a car, we may have paid a commission to the car dealer or the person that arranged your finance. The Financial Conduct Authority (FCA) set up a compensation scheme to compensate people who weren’t told important information about their car finance deals.

The scheme has been legally challenged. This has delayed payouts that were due to begin this year. Review has now concluded, and they have issued an update about car finance complaints and the proposed compensation scheme. We’re waiting for more information from the FCA about when the scheme might move forward.

We want to explain what this may mean for you in clear and simple terms.

What the FCA have said

• The FCA proposed a compensation scheme for some car finance customers.

• The scheme has been legally challenged, which means compensation payments may be delayed.

• Lenders do not need to calculate or pay compensation until the legal process has finished.

• If the scheme is approved and not appealed, payments may start in 2027.

•If there are further legal challenges, payments could be delayed until 2028 or later.

What this means for you

• If you have already complained to us, you do not need to complain again.

• If you are not owed compensation under the scheme, we must tell you.

• We will continue to manage your complaint in line with FCA guidance.

• We will contact you when we are able to confirm the outcome of your complaint.

• If you have not already done so you do not need to use a claims firm or law firm. You can complain directly for free.

You can find more information on the pause and the timelines on the Financial Conduct Authority website including links to the supporting documentation section: PS26/3: Motor finance consumer redress scheme

Last reviewed 1 September 2026 - MAR002764-001

If you took out a motor finance agreement before 28 January 2021, it may have included a Discretionary Commission Arrangement. 

If you’re not sure when you took out your motor finance with us, or to help us find out if your agreement included a Discretionary Commission Arrangement, you can ask us using our online form at the bottom of this page selecting the option ‘Make an information request about a Discretionary Motor Commission’. Once we’ve confirmed if your credit agreement was subject to discretionary commission, you can make a Discretionary Commission Arrangement complaint.  

If you took out motor finance with us where your agreement started before 28 January 2021, you may be able to make a Discretionary Commission Arrangement complaint.

Our online form below is the quickest way to make a complaint and only takes a few minutes to complete. Please select ‘Make a complaint about a Discretionary Commission Arrangement’ in the dropdown. Once you’ve submitted your complaint, we’ll send you an email confirming that we’ve received it and it’ll be placed in a queue. We’ll be able to provide further details on the outcome of these complaints once the Financial Conduct Authority have had an opportunity to carry out their investigation and have reached a conclusion. We understand this will be after the 30 January 2026 at the earliest, and we’ll provide a final response in line with the Financial Conduct Authority requirements.

We’re currently experiencing a high volume of enquiries about this, but rest assured once you’ve completed the online form, your complaint has been logged. You only need to submit your complaint once.

On 28 January 2021, the Financial Conduct Authority banned all Discretionary Commission Arrangements. This means the broker couldn’t change the interest rate on a finance agreement or influence any other remuneration they received from a finance provider when a customer took out a motor finance credit agreement after this time. 

This means that if your agreement started after 28 January 2021, you were not affected by the operation of a Discretionary Commission Arrangement.

If you complain directly to us, making a complaint won’t cost you anything. There’s no need to use a claims management company (CMC) or solicitor to do this on your behalf, they can often charge a fee or take a share of any compensation reward that may be due to you.

The Financial Conduct Authority is undertaking a review of the motor finance industry to understand whether there’s been a widespread failure to comply with relevant requirements, resulting in financial loss or harm to customers. Until the Financial Conduct Authority have completed the review, we can’t say whether compensation will be awarded, and if so, how this will be calculated. 

Following the Financial Conduct Authority's announcement that they’ll consult on a potential car finance compensation scheme, they’ve received reports of scammers contacting people. 

These fraudsters are asking individuals for personal information including their name, address, date of birth and bank details. They then falsely claim that people are owed compensation.
 
It's important to remember
There's no car finance compensation scheme in place yet.
 
How to protect yourself
If you receive a call like this, hang up immediately and don’t share any information. 

Last reviewed 27 November 2025 - MAR002461

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response or we have not been able to resolve your complaint within 8 weeks of receipt, our letter will; explain you are able to refer your complaint to the Financial Ombudsman Service (FOS). If you do refer to the FOS you should do so within 6 months of the date of your letter.

The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly using one of the links below.

The contact details for the FOS are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
FOS website: financial-ombudsman.org.uk

Finance & Leasing Association

As a member of the Finance and Leasing Association we are required to comply with the Lending Code, which summarises how you can expect to be treated when applying for credit.  If you believe that we have not complied with an aspect of the Code, you can send your details via email code@fla.org.uk. 

Please note, however, that the FLA will not be able to comment or advise on individual complaints or disputes. They will also not be able to reply to you or to advise you of the outcome of our consideration of any reported breaches.

If you wish for a complaint to be investigated by an independent adjudicator, you should refer your complaint to the Ombudsman as detailed above.

See also the Consumer Redress in the European Union website for cross-border transactions: consumer-redress.ec.europa.eu

How to contact us

If you want to make a complaint or make an enquiry, it is important to us that we deal with your request as quickly and efficiently as possible. In order to do this we need specific information to locate your account. You can do this by completing the web form below with as many details as possible.

Write to us at:
Creation Customer Resolution Team
Air
35 Homer Road
Solihull
B91 3QJ

Make a new complaint Update on my existing complaint Make a complaint about goods received/purchased Make an information request about a Discretionary Commission Arrangement Make a complaint about a Discretionary Commission Arrangement Make a general enquiry Ask a question about my account

Thank you for contacting us, we’re currently receiving a lot of enquiries and will be in touch as soon as possible.

Thanks

The Creation Team

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