Close Brothers DCA Complaint? Claim with Redbridge Finance

It's frustrating to think you might have been overcharged on your car finance due to a Discretionary Commission Arrangement (DCA). Here's a step-by-step guide on how to complain to Close Brothers Motor Finance about a potential DCA issue:

1. Gather Your Information

Before you start, make sure you have the following information readily available:

• Vehicle Details: Make, model, registration number, and finance agreement number.
• Dates: The date you purchased the vehicle and the date your finance agreement started.
• Dealership Details: The name and location of the dealership where you purchased the vehicle.
• Complaint Details: A clear and concise summary of your complaint, including why you believe a DCA was used and how it impacted you.

2. Use Close Brothers' Online Form (Recommended)

Close Brothers has a dedicated online form for DCA complaints. This is the quickest and easiest way to start the process:

• Go to the Close Brothers website: Visit their DCA information page: https://www.closemotorfinance.co.uk/customers/help-centre/commission-complaints
• Complete the form: Fill in all the required information accurately and provide a detailed explanation of your complaint.

3. Alternative Contact Methods

If you prefer not to use the online form, you can also contact Close Brothers through the following channels:

• Email: Send your complaint to commission.complaints@closebrothers.com
• Phone: Call their customer service team on 0333 321 6060. Be prepared to provide your finance agreement details and explain your complaint clearly.
• Post: Mail your complaint to: Complaints Department, Close Brothers Limited, 10 Crown Place, London, EC2A 4FT

4. What to Expect After Complaining

• Acknowledgement: Close Brothers should acknowledge your complaint within 5 working days.
• Investigation: They will then investigate your complaint, which may involve reviewing your finance agreement and contacting the dealership involved.
• Response: Due to the FCA's ongoing review of DCAs, Close Brothers may not provide a final response within the usual 8 weeks. The deadline for responding to DCA complaints has been extended to September 25, 2024.
• Outcome: Close Brothers will inform you of their decision and any redress they offer. This may include a refund of interest and charges, or other forms of compensation.

5. Escalating Your Complaint

If you're unhappy with Close Brothers' final response, you can escalate your complaint to the Financial Ombudsman Service (FOS):

• Time Limit: You have up to 6 months from the date of the final response letter to escalate your complaint to the FOS.
• How to Complain: You can complain to the FOS online, by phone, or by post. Visit their website for more information: https://www.financial-ombudsman.org.uk/

Important Notes:

• Be patient: The FCA's review of DCAs is ongoing, so the complaint process may take longer than usual.
• Keep records: Keep copies of all correspondence with Close Brothers and the FOS.
• Seek advice: If you're unsure about your rights or need support with your complaint, consider seeking advice from a consumer rights organization or a solicitor specializing in financial services.

By following these steps, you can effectively complain to Close Brothers about a potential DCA issue and seek the redress you deserve.