Complaints Procedure

We’re sorry that we haven’t met your expectations and that you’re unhappy with some aspect of our service.

By making a complaint you’re giving us the opportunity to investigate, and to improve our service for you and other customers.

Financed & Insurance Complaints

We value all our customers and aim to provide a first-class service at all times, including in complaints handling.
Our complaints handling process for finance and insurance complaints which are products regulated by the Financial Conduct Authority (UK) is detailed below.

All complaints received are treated with confidentiality and in accordance within the requirement of data protection legislation.

We will always strive to investigate and resolve your complaint promptly and fairly and as a minimum, we will ensure that we:

If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to:

UK: The Financial Ombudsman Service (FOS)
Address: Exchange Tower, London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
E-mail: [email protected]

For more information please visit

Location Pin IconCaerleon branchPonthir Road, Caerleon, Newport, Gwent NP18 3XL

01633 420 563

Location Pin IconHereford branchRoss Road, Callow, Hereford, HR2 8BT

01432 374700

Michael Jeffery Limited is authorised and regulated by the Financial Conduct Authority. FRN: 688200. We are a Credit Broker not a Lender and can introduce you to a limited number of lenders. We typically receive a fixed commission calculated by reference to the vehicle model or amount you borrow, for introducing you to a lender but this does not affect the interest charged on the agreement, all of which are set by the lender. Our manufacturer support finance companies also provide preferential rates to us for the funding of our vehicle stock. Michael Jeffery Ltd is an Appointed Representative of AutoProtect (MBI) Limited for General Insurance distribution purposes which is authorised and regulated by the Financial Conduct Authority for Insurance Distribution Activity (Firm Reference Number 312413). You can check this on the FCA Register by visiting the

Complaints Procedure