Complaints Procedure for Customers

IMPORTANT - If your complaint relates to commission and the Financial Conduct Authority’s Motor Finance Consumer Redress Scheme please see details about this at the end of this document

We want happy customers! Putting you first is at the heart of our company’s culture and the key to our reputation and success. We aim to give you a trouble free Jurni and great levels of service and whilst we’ll always do our very best to achieve this, we’re human, we know that sometimes things do go wrong. So, if we ask you if you’re happy and you don’t say ‘YAY!’, we want to do everything that we can to put this right and back on the tracks to a fabulous Jurni and of course, to take whatever steps we can to prevent it happening again. That’s why we take every complaint very seriously and we’ll do our utmost to deal with any issue quickly, effectively and in a positive manner. As we said, we want happy customers!

Not feeling ‘YAY!’ happy?  

Hey, just let us know! We want to pop that smile back on your face so get in touch as soon as possible. The quickest way to do this is by   

Talking to us:             03330 918 560

Pop us an email:        customerhappiness@jurnileasing.co.uk       

Or you can drop us a line at Tamarisk House, North Leigh Business Park, North Leigh, Witney, Oxfordshire, OX29 6SW.

What happens next? – The short version

We want happy customers so we’ll do our very best to try and resolve the issue by the end of the next working day. If we can’t, our Customer Happiness team will formally acknowledge your complaint within 3 working days and they’ll start looking in to the problem.  They may need to contact you to ask you some questions to help their investigation and if they do, it would be great if you can try to get back to them quickly. If your dissatisfaction is about a third party or your vehicle, we’ll need to follow the correct procedure and forward it to them. If it’s about our service, when we’ve finished our investigation, we’ll write to you with information about this and our decision as to whether we’re agreeing with your complaint or not. We have to do this within eight weeks’ of your initial contact with us. This is called a ‘Final Response Letter’. If you’re still not happy, or if we’ve not given you a Final Response Letter within eight weeks, you may be able to ask the Financial Ombudsman Service or the BVRLA to review your complaint. The exception to this is for complaints about Discretionary Commission Arrangements and we’d ask you to read the separate section in the long version below.  

What happens next? – The long version

We’re authorised and regulated by the Financial Conduct Authority (FCA). We adhere to the FCA’s complaint handling rules and whilst their rules apply to consumers, it’s our policy to treat all complainants the same.

Dissatisfaction with your vehicle, finance provider or other third party

If you’re not happy with your vehicle, your finance provider or another third party, this should be taken up with them directly. We’ll either let you have information about how to reach them or we’ll forward your complaint to them on your behalf. We’ll let you know by sending you what’s known as a ‘Forward Letter’.

Dissatisfaction with us  

We record our complaints on a Complaints Register and we’ll always try to establish the root cause so that we can make any necessary changes to prevent this happening again. We want happy customers so we’ll do our very best to try and resolve the issue by the end of the next working day.

If we can make you happy within 3 days

If we can make you happy by resolving the issue within 3 days, we’ll contact you in the same way as you’ve contacted us or by another way if that suits you better. We’ll also send you, usually by email or in the post if that’s what you’d prefer, what’s known as a ‘Summary Resolution Communication’. This will contain information about how we’ve resolved your complaint to your satisfaction and will let you know that if you change your mind about the resolution that you may be able to refer the complaint back to us for further consideration or alternatively, if you’re a consumer, refer the complaint to the Financial Ombudsman Service and provide you with their details.

If we need a little longer than 3 days

If we think we’ll need a little longer than 3 days, we’ll write to you within 3 working days of receipt of your complaint to formally acknowledge this and provide you with a copy of our Complaints Handling Procedure. We’ll let you know who is looking into your complaint and as part of our investigation we may ask you for some more information. You can be assured that all evidence is reviewed carefully, fairly and with an open mind!

If the investigation takes longer than 4 weeks to complete, we’ll contact you to let you know how it’s going and we’ll do our best to give you an idea of when this will be completed. We’ll let you have our findings within 8 weeks and this will either be an ‘Offer Letter’ or a ‘Final Response Letter’ depending on the circumstances of your complaint. If your complaint is about Discretionary Commission Arrangements please see the separate section below

Offer Letter

If following the investigation we agree with your complaint and think that we need to offer you some redress, we’ll send you an ‘Offer Letter’. This will give you information from our investigation and if we’re offering monetary redress, it’ll explain how we’ve calculated this. If this makes you happy, you’ll need to accept the offer and you’ll then receive a ‘Final Response Letter’ as confirmation.

Final Response

When we’ve finished our investigation, we’ll write to you with our findings. We’ll give you as much information as we can from the investigation to support our decision. If we don’t send you an ‘Offer Letter’ it doesn’t mean that we’ve not agreed with you complaint, it just means that we don’t think financial redress is appropriate and that we need to offer you an apology. Whilst we won’t always agree with a complaint, by being transparent, you’ll be able to see how and why we’ve reached our decision. We’ll also let you know what you can do if you don’t agree with our decision. This is also explained below.

We’ll consider a complaint to be closed once the ‘Final Response Letter’ has been issued.

If you’re not happy with our decision

If you’re not happy with our response, you may be able to ask the Financial Ombudsman Service to look into your complaint. You must do this within six months of the date of our ‘Final Response Letter’. You can find out more and check if you’re an eligible complainant by looking on their website www.financial-ombudsman.org.uk  or calling 0800 023 4567. If you want to make a complaint to them you should download the complaint form from their website and email it to complaint.info@financial-ombudsman.org.uk  or post to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Alternatively, as we’re a member of the British Vehicle Rental and Leasing Association (BVRLA), who are approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, you can refer the matter to them.  They offer a prompt and free Conciliation Service for members and details of this can be found on their website at: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service . You can get in touch with them by either emailing complaint@bvrla.co.uk or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

Finally

We always look to improve the level of service that we provide you with and a complaint may highlight an area that we can do better. Whilst no-one likes to receive complaints, we’ll always thank you for bringing something to our attention as your happiness is what makes us happy.

The Financial Conduct Authority’s Motor Finance Redress Scheme

Please note that the scheme does not include:

• Any Hire Agreements (PCH, Contract Hire or Finance Lease)
• Claims from businesses other than sole traders and small partnerships (2-3 partners)

The Background

In January 2021 the Financial Conduct Authority (FCA) banned discretionary commission arrangements on vehicle finance purchase agreements such as Hire Purchase, Lease Purchase and Personal Contract Purchase. Under the discretionary commission arrangement, motor dealers and brokers were able to increase interest rates to earn commission which in turn impacted the cost to customers for their finance agreements. Due to an increase in complaints from customers about commission, on 11 January 2024,  the FCA announced that it was undertaking a review of historic motor finance commission arrangements. Before they had the opportunity to announce their findings, a ruling was made by the Supreme Court in August 2025 following a hearing about 3 claimants who had made  claims about motor finance commission. Following the ruling, the FCA consulted on a redress scheme which they announced with the Policy Statement PS26/3 PS26/3: Motor finance consumer redress scheme on 30 March 2026. This sets out who is eligible for compensation, what the calculation for that is and when payment must be made.

Since the FCA announced the Redress Scheme there has been a legal challenge by a number of parties. The case is to be heard by the Upper Tribunal either in December or in February next year. Until the Tribunal hear the case and make a ruling, the redress scheme has been put on hold. We will update this page as soon as we receive further information. In the interim, if you are eligible to make a claim, you should contact the finance company directly. You should let them know that you’re making a complaint and a claim under the FCA Motor Finance Redress Scheme and provide them with your details including:

• Your name (if you’ve changed your name subsequently make sure that you give them your previous name too)
• Your address (if you’ve moved address make sure that you also let them know the address that would have been on the agreement)
• Your date of birth
• The vehicle registration number (if you know it)
• The vehicle make and model
• The finance agreement reference or number (if you know this - you may be able to find this from a bank statement)
• Your previous email address if you’ve changed it since taking out the agreement
• When the agreement started (if you know this)
• Any other contact details such as mobile phone number

We have detailed below contact information for the finance companies who we have worked with.

How do I contact the finance company?

V7 02/07/2026