At TrustFord we drive the standard in customer care: "The staff were very helpful and explained every detail I needed to know. Very professional." - Miss B, "Service was excellent. Salesman was excellent. Everyone was very friendly. Really happy with the deal I got. Over the moon". - Mr H, "As usual a fantastic experience buying my car at TrustFord. The team are first class people to deal with and the car is fantastic." - Mrs H
The Exciting Ford New Car Model Range
The Ford New Van Model Range
If you think there’s something more we can do, please let us know. This gives us the opportunity to work with you to get things right. We are always happy to receive feedback to help us improve our service.
Our purpose is to drive the standard in customer care and to be honest, positive, caring and enjoy what we do. If someone has done this for you today. We’ve created the PPA Awards to recognise outstanding colleagues. You can nominate members of the TrustFord Family for an award by simply filling out the form below and telling us about your experience.
The Financial Conduct Authority (FCA) (the regulator that regulates loans in the consumer motor finance sector) is reviewing the historical use of ‘discretionary commission arrangements’ between lenders and motor dealers who act as credit brokers (for example, we act as a credit broker when we arrange some loans with consumers). Generally, discretionary commission arrangements were arrangements where the broker was allowed by the lender to adjust the interest rates they offered customers for car finance and the broker’s commission was linked to the interest rate that was set. The review is not focused on any particular dealer or lender, but is a review of the motor finance sector generally.
Whilst it carries out its review, for complaints that could be affected, the FCA has introduced a temporary pause to the 8-week deadline that we usually have to respond to complaints. This pause started on 11 January 2024 and will continue until 25 September 2024. Following the pause, we will have the remainder of the 8-week deadline to provide customers affected with our final response. For complaints that could be affected, the FCA has also implemented an extension to the usual 6-month period that complainants have to escalate their complaint to the Financial Ombudsman Service (FOS). Complainants will have 15 months to escalate their complaint to FOS instead.
This pause only impacts complaints where the credit agreement was taken out before 28 January 2021 and involved a discretionary commission arrangement. Complaints not affected by the pause will continue to be dealt with in accordance with our usual processes.
If you have a complaint that may be affected by the review, we will let you know and explain the consequences of this.
If you would like any further information about the reasons for the pause and extension, you should visit www.fca.org.uk/car-finance-complaints.
How do I register my concern?
We are dedicated to investigating your concerns as quickly and efficiently as possible. Any complaint processed through these procedures will be dealt with in accordance with the requirements of the Data Protection Act 1998.
If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and any regulated credit or hire agreement complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.
The Financial Ombudsman Service consumer helpline is available on 0800 0234 567 or 0300 1239 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Our purpose is to drive the standard in customer care and to be honest, positive, caring and enjoy what we do.Tell us…If someone has done this for you today. We’ve created the PPA Awards to recognise outstanding colleagues. You can nominate members of the TrustFord Family for an award by simply filling out the form below and telling us about your experience.We’ll make sure that everyone nominated will be congratulated and that a winner will be selected each month in every region to receive a prestigious PPA Award.
Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by Motor Codes, the government-backed, self-regulatory body for the motor industry. Ford Retail Ltd are willing to engage with this type of dispute resolution. For details of this service you can call the dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0800 692 0825, submit an enquiry or complaint via the website www.motorcodes.co.uk or write to Motor Codes Ltd, 71 Great Peter Street, London, SW1P 2BN.