Financial difficulties
If you’re finding yourself in financial difficulty, take a look at our FAQs to see how we could help you.
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Do you have a complaint about your vehicle? See if our FAQs could help answer your question.
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TrustScore 4.4 | 14,127 reviews
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About us ›
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TrustScore 4.4 | 14,127 reviews
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TrustScore 4.4 | 14,127 reviews
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Car finance ›
Feedback and complaints
We always welcome feedback from our customers so we can understand how to improve our products, processes and service.
Feedback and complaints
We always welcome feedback from our customers so we can understand how to improve our products, processes and service.
FCA's ban on discretionary commission
Moneybarn have always disclosed to customers prior to entering a Conditional Sale agreement that a commission would be paid to the broker. We have never had discretionary commission agreements in place with any of our brokers, and therefore the interest that the customer pays on a loan has never been affected. We or your credit intermediary will tell you about the amount and nature of your credit intermediary’s commission arrangement with us prior to your entering into an agreement.
FCA's ban on discretionary commission
Moneybarn have always disclosed to customers prior to entering a Conditional Sale agreement that a commission would be paid to the broker. We have never had discretionary commission agreements in place with any of our brokers, and therefore the interest that the customer pays on a loan has never been affected. We or your credit intermediary will tell you about the amount and nature of your credit intermediary’s commission arrangement with us prior to your entering into an agreement.
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Shortly after starting an agreement, customers will be invited to review their application experience with Moneybarn. Short surveys will also be sent out as a pulse check to customers during their agreement, for example after calling our Customer Services Team.
Remember, if your account number is 7 digits long you can register for or log into our My Moneybarn customer portal, for information about your account.Â
How do I make a complaint?
We strive to offer the highest level of customer service and we take any concerns you have seriously. If you’re unhappy about our service or your agreement, and wish to make a complaint, please get in touch using any of the contact methods shown on this page, and we will investigate fully and respond to you.
If you need to raise a complaint, please try to give us as much detail about your concerns and supply any evidence you feel supports your complaint, as that will help us to fully investigate and respond to your concerns more quickly.
How to contact us to make a complaint
There are several ways you can make a complaint. Please choose the most convenient route for you from the options below:
Shortly after starting an agreement, customers will be invited to review their application experience with Moneybarn. Short surveys will also be sent out as a pulse check to customers during their agreement, for example after calling our Customer Services Team.
Remember, if your account number is 7 digits long you can register for or log into our My Moneybarn customer portal, for information about your account.Â
How do I make a complaint?
We strive to offer the highest level of customer service and we take any concerns you have seriously. If you’re unhappy about our service or your agreement, and wish to make a complaint, please get in touch using any of the contact methods shown on this page, and we will investigate fully and respond to you.
If you need to raise a complaint, please try to give us as much detail about your concerns and supply any evidence you feel supports your complaint, as that will help us to fully investigate and respond to your concerns more quickly.
How to contact us to make a complaint
There are several ways you can make a complaint. Please choose the most convenient route for you from the options below:
You can call us on 0330 555 1230.
We’re open Monday to Friday: 8.30am-7pm (excluding bank holidays) and Saturday 9am-4pm.
You can email us via complaints@moneybarn.com.
You can also contact us through social media, via Facebook or Twitter.
If you’d like to write to us, our address is:
Moneybarn
Athena House,
Bedford Road,
Petersfield
Hampshire
GU32 3LJ
You can call us on 0330 555 1230.
We’re open Monday to Friday: 8.30am-7pm (excluding bank holidays) and Saturday 9am-4pm.
You can email us via complaints@moneybarn.com.
You can also contact us through social media, via Facebook or Twitter.
If you’d like to write to us, our address is:
Moneybarn
Athena House,
Bedford Road,
Petersfield
Hampshire
GU32 3LJ
What happens when you raise a complaint
When we receive a service complaint, we’ll aim to resolve it within 3 working days if we can. If we can’t agree an early resolution, your complaint will be escalated for further investigation via our formal complaints process. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
When we receive a complaint about vehicle quality issues, we will notify the finance broker, and/or vehicle dealership as applicable to begin investigating the complaint. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
If you have a PCH agreement with Moneybarn, please contact the vehicle manufacturer in the first instance as the issue may be covered by the manufacturer warranty. The contact details will have been provided to you with delivery of the vehicle. If the manufacturer confirms the issue is not covered under the warranty, please contact us.
When we receive a Moneybarn affordability complaint, our team will investigate your complaint thoroughly. We will keep you updated on the progress of your complaint, but will aim to have it resolved within 8 weeks.Â
Please note: If you were to raise a responsible lending complaint with a Claims Management Company (CMC), then if the complaint is upheld, they may charge you a high percentage of any reimbursement we offer you. To avoid this, please raise your complaint with us directly.Â
Your dedicated complaint officer will investigate your complaint fully and ideally write to you within 4 weeks to confirm their findings and a resolution. If at the 4 week point we need more time to further investigate your complaint, we will send you a holding letter confirming this. As soon as we’re confident after that point that we can give you a considered and unbiased decision, we will send you a final response letter. We will do this no later than 56 days (8 weeks) from when we received your complaint. If there are exceptional circumstances which mean we’ll need to continue investigating your complaint beyond the 8 weeks, we will confirm this in writing and you can refer to the Financial Ombudsman Service (FOS) at that stage if you need to (see more information about the FOS further down on this page).
What happens when you raise a complaint
When we receive a service complaint, we’ll aim to resolve it within 3 working days if we can. If we can’t agree an early resolution, your complaint will be escalated for further investigation via our formal complaints process. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
When we receive a complaint about vehicle quality issues, we will notify the finance broker, and/or vehicle dealership as applicable to begin investigating the complaint. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.
If you have a PCH agreement with Moneybarn, please contact the vehicle manufacturer in the first instance as the issue may be covered by the manufacturer warranty. The contact details will have been provided to you with delivery of the vehicle. If the manufacturer confirms the issue is not covered under the warranty, please contact us.
When we receive a Moneybarn affordability complaint, our team will investigate your complaint thoroughly. We will keep you updated on the progress of your complaint, but will aim to have it resolved within 8 weeks.Â
Please note: If you were to raise a responsible lending complaint with a Claims Management Company (CMC), then if the complaint is upheld, they may charge you a high percentage of any reimbursement we offer you. To avoid this, please raise your complaint with us directly.Â
Your dedicated complaint officer will investigate your complaint fully and ideally write to you within 4 weeks to confirm their findings and a resolution. If at the 4 week point we need more time to further investigate your complaint, we will send you a holding letter confirming this. As soon as we’re confident after that point that we can give you a considered and unbiased decision, we will send you a final response letter. We will do this no later than 56 days (8 weeks) from when we received your complaint. If there are exceptional circumstances which mean we’ll need to continue investigating your complaint beyond the 8 weeks, we will confirm this in writing and you can refer to the Financial Ombudsman Service (FOS) at that stage if you need to (see more information about the FOS further down on this page).
Already made a complaint?
As we fully investigate and seek to resolve your complaint, we’ll write to you at each appropriate stage or when we have a major update to confirm what is happening. We may need to contact you throughout the complaint investigation, either to ask you to provide further information or to provide an update.
If you need to contact us at any stage for an update, or to provide us with more information or evidence which will help us to more fully investigate and respond to your concerns, please get in touch with your dedicated complaint officer using any of the following contact methods:
Email: complaints@moneybarn.com
Phone: 0330 555 1230, Monday to Friday: 8.30am-7pm (excluding bank holidays) and Saturday 9am-4pm.
If you’d like to write to us, our address is:
Moneybarn
Athena House,
Bedford Road,
Petersfield
Hampshire
GU32 3LJ
How to refer to the Financial Ombudsman Service
Once we’ve issued a final complaint response letter, or if your complaint has been open for longer than 56 days, you can refer your complaint to the Financial Ombudsman Service (FOS) if you’re unhappy with our resolution. This must be within 6 months of our final complaint response or you may lose the opportunity to ask the FOS to review your case.
The Financial Ombudsman Service offer an independent arbitration service for consumers.
You can contact them by calling 0800 023 4567, Monday to Friday 8am-5pm and Saturday 9am-1pm.
You can also find information about what to do before raising a complaint to them, and view the latest Ombudsman decisions.
Already made a complaint?
As we fully investigate and seek to resolve your complaint, we’ll write to you at each appropriate stage or when we have a major update to confirm what is happening. We may need to contact you throughout the complaint investigation, either to ask you to provide further information or to provide an update.
If you need to contact us at any stage for an update, or to provide us with more information or evidence which will help us to more fully investigate and respond to your concerns, please get in touch with your dedicated complaint officer using any of the following contact methods:
Email: complaints@moneybarn.com
Phone: 0330 555 1230, Monday to Friday: 8.30am-7pm (excluding bank holidays) and Saturday 9am-4pm.
If you’d like to write to us, our address is:
Moneybarn
Athena House,
Bedford Road,
Petersfield
Hampshire
GU32 3LJ
How to refer to the Financial Ombudsman Service
Once we’ve issued a final complaint response letter, or if your complaint has been open for longer than 56 days, you can refer your complaint to the Financial Ombudsman Service (FOS) if you’re unhappy with our resolution. This must be within 6 months of our final complaint response or you may lose the opportunity to ask the FOS to review your case.
The Financial Ombudsman Service offer an independent arbitration service for consumers.
You can contact them by calling 0800 023 4567, Monday to Friday 8am-5pm and Saturday 9am-1pm.
You can also find information about what to do before raising a complaint to them, and view the latest Ombudsman decisions.
Financial difficulties
Support with your vehicle
For a better road ahead
Moneybarn is a member of the Finance and Leasing Association, the official trade organisation of the motor finance industry. The FLA promotes best practice in the motor finance industry for lending and leasing to consumers and businesses.
Moneybarn is the trading style of Moneybarn No. 1 Limited, a company registered in England and Wales with company number 04496573, and Moneybarn Limited, a company registered in England and Wales with company number 02766324. The registered address for these companies is: Athena House, Bedford Road, Petersfield, Hampshire, GU32 3LJ.
Moneybarn’s VAT registration number is 180 5559 52.
Moneybarn Limited is authorised and regulated by the Financial Conduct Authority (Financial Services reference No. 702781)
Moneybarn No. 1 Limited is authorised and regulated by the Financial Conduct Authority (Financial Services reference No. 702780)
