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Complain to Close Brothers Motor Finance

Motor finance lender at the centre of the commission disclosure cases that led to the FCA’s 2026 redress scheme

Banking
Financial Ombudsman Service(opens in a new tab)

Free, and its decisions bind the firm.

How to complain to Close Brothers Motor Finance

Close Brothers Motor Finance has no complaints email that we could find on its own site. Use its official online form instead.

Common Close Brothers Motor Finance complaints

  • Unauthorized Transaction

    Reclaim fraudulent charges

  • Unfair Fees

    Challenge excessive charges

  • Account Problem

    Resolve access or closure issues

  • Product Mis-selling

    Compensation for unsuitable products

This one needs a different route

Complaints about banks, lenders and insurers are regulated claims work. Handling them takes FCA authorisation, which we don’t have, so we don’t write them. That’s not us being careful with you. It’s the law about who’s allowed to do it.

Financial complaints go to the Financial Ombudsman

Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.

Close Brothers Motor Finance ombudsman & regulator routes

Which ombudsman handles Close Brothers Motor Finance complaints?

Financial Ombudsman Service. Once Close Brothers Motor Finance’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to the Financial Ombudsman.

Can you complain to the FCA about Close Brothers Motor Finance?

Not for individual disputes: the FCA sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Close Brothers Motor Finance directly first and keep written records, then escalate to the Financial Ombudsman Service if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report Close Brothers Motor Finance to the FCA to flag systemic problems, but that will not get your own money back.

Laws that protect you

Consumer Rights Act 2015

Financial services must be performed with reasonable care and skill.

Payment Services Regulations 2017

Protection for unauthorized transactions and payment errors.

FCA Consumer Duty

Financial firms must act in customers' best interests.

Tips for Close Brothers Motor Finance complaints

  • Report unauthorized transactions within 13 months
  • Banks must respond to complaints within 8 weeks
  • The Financial Ombudsman can award up to £430,000
  • Keep records of all communications
  • Vulnerable customers have additional protections

If Close Brothers Motor Finance doesn't respond

  1. 1

    Customer Service

    Allow 15 days

    Contact your bank’s customer service team

  2. 2

    Formal Complaint

    Submit a formal complaint: banks must acknowledge within 5 working days

  3. 3

    Financial Ombudsman

    8 weeks

    Free escalation after 8 weeks or receipt of a final response letter

    Visit website
  4. 4

    FCA Report

    Report misconduct to the Financial Conduct Authority

    Visit website

When you can escalate

8 weeks

If Close Brothers Motor Finance hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the Financial Ombudsman Service.

Frequently asked questions

Yes - Close Brothers Motor Finance was central to the court cases that triggered the FCA’s motor finance redress scheme, and is covered by it. Agreements from 6 April 2007 to 1 November 2024 involving dealer commission qualify for assessment, with average redress around £829 plus interest.

Complain directly in writing - free, no claims firm required. Under the scheme, Close Brothers must assess in-scope agreements and proactively contact eligible customers. Escalate to the Financial Ombudsman if you disagree with the outcome.

We haven't found a complaints email address that Close Brothers Motor Finance publishes itself, so start from the complaints route on Close Brothers Motor Finance's own site: https://www.closemotorfinance.co.uk/customers/help-centre/how-to-complain. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Close Brothers Motor Finance hasn't sorted it within 8 weeks, you can escalate free to the Financial Ombudsman Service.

Close Brothers Motor Finance complaints can be escalated to the Financial Ombudsman Service, free of charge, after 8 weeks or a deadlock letter. Complain to Close Brothers Motor Finance directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Close Brothers Motor Finance.

Close Brothers Motor Finance has up to 8 weeks to resolve a complaint. If those 8 weeks pass with no fix, or you receive a "deadlock" letter sooner, you can take your case free to the Financial Ombudsman Service for a binding decision.

Not for an individual dispute: the FCA regulates the industry but doesn't resolve personal complaints. Your route is to complain to Close Brothers Motor Finance in writing, then escalate to the Financial Ombudsman Service for a free, binding decision. You can still report Close Brothers Motor Finance to the FCA to flag systemic problems.

Tools & guides for your Close Brothers Motor Finance complaint

Free calculators and explainers that strengthen the case you make to Close Brothers Motor Finance.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Close Brothers Motor Finance? Reply to complaints here.

The ombudsman is free, and Close Brothers Motor Finance has to follow what it decides

Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.

Financial Ombudsman Service(opens in a new tab)

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Close Brothers Motor Finance or any of the companies listed on this site. Where an address is marked verified, we read it on Close Brothers Motor Finance’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Close Brothers Motor Finance. This page is for informational purposes only and does not constitute legal advice.