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 will 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 will 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 will 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 will provide you with a reference number for your complaint in case you need to contact us. We will 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 will 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 will 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.

Complaints relating to Discretionary Commission Arrangement in motor finance

On the 11 January 2024 the Financial Conduct Authority announced their plan to investigate historical Discretionary Commission Arrangements within the motor finance industry. Discretionary Commission Arrangements allowed brokers (a person who arranges your motor finance, for example, your car dealer) to change the interest rate a motor finance provider offered to a customer, which may have led the customer to being overcharged. The Financial Conduct Authority banned this practice in January 2021.

In connection with this investigation the Financial Conduct Authority have stated that: 

-    They are pausing the 8-week deadline for motor finance companies to give a final response on Discretionary Commission Arrangement-related customer complaints where a vehicle was purchased with motor finance before 28 January 2021. The pause will last for 37 weeks (approximately 9 months) allowing the Financial Conduct Authority time to review the issue and decide what, if any, further action is required.

-    Customers who are unhappy with the final response from their motor finance provider will also have up to 15 months to refer their complaint to the Financial Ombudsman, compared to the usual 6 months. This extension applies to complaints where the finance provider has already sent a final response in the period beginning 12 July 2023 and ending 10 January 2024, or where a final response is sent during the period beginning 11 January 2024 and ending 20 November 2024.

We support this investigation and will be working with the Financial Conduct Authority during this period. 

Learn more about Discretionary Commission Arrangements and the Financial Conduct Authority's review on their website.  

If you need more information or have a complaint relating to a Discretionary Commission Arrangement, and your motor finance credit agreement was taken out before 28 January 2021, please see our Frequently Asked Questions below.

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 25 September 2024 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. 

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
E14 9SR

Telephone: 0800 023 4567
FOS website:

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 

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 European Commission’s Online Dispute Resolution website for cross-border transactions:

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
Chadwick House,
Blenheim Court,
B91 2AA

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.


The Creation Team

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