Complaints procedure
This information sets out our procedure for dealing both with “Standard Complaints” (see Part A below) and “DCA Complaints” (see Part B). Standard Complaints are all those which are not DCA Complaints.
A DCA Complaint is a special category of complaint which our regulator, the Financial Conduct Authority (FCA), requires us to deal with in a different way. It is any complaint about a finance agreement taken out before 28th January 2021 where we paid commission to the firm which introduced you to us (usually a motor dealer or a credit-broker – our “introducer”) under what FCA calls a “Discretionary Commission Arrangement” (DCA).
We’ll write to you to let you know into which category your complaint falls.
Our commitment to you
We realise that sometimes things can go wrong and when they do we aim to resolve them quickly and fairly. We promise to:
- Fully investigate your complaint
- Keep you informed of progress
- Do everything we can to help you
How to contact us if you have a complaint
| By phone | 0330 123 0332 – option 1 |
| By post | Complaints MI Vehicle Finance Limited 5 St Paul’s Square Liverpool L3 9SJ |
| By email | complaints@mannisland.co.uk |
| Online form | https://mannisland.co.uk/complaints-form/ |
When you contact us, please tell us:
- Your name and address, or the name and address of the person complaining if you’re complaining on someone else’s behalf, and your relationship to them
- Your email address, if you would prefer us to contact you by email
- Your agreement number and/or vehicle registration number
- Your phone number and any times you would prefer us to contact you
- A clear description of your concerns or complaint
- Details of what you’d like us to do to put things right.
What happens next
Part A – For Standard Complaints only
- We aim to resolve Standard Complaints quickly and fairly and, where possible, within three business days using our Early Resolution Procedure.
- If it’s not possible to resolve your complaint through the Early Resolution Procedure, we’ll send an acknowledgement in writing within five business days of receiving your complaint.
- If your complaint refers to the actions of a third party, such as your dealer or broker, we’ll ask them to investigate and report back to us so that we can respond to your complaint. We’ll notify you of this and keep you updated.
- Where a third party is solely responsible for the complaint, we’ll notify you in writing, and the third party will respond directly to you. In these circumstances, we’ll have no further obligation to deal with your complaint.
- We’ll aim to let you have our final response in writing within eight weeks of receiving your complaint or, if we’re unable to provide a final response within that time, we’ll write to explain why and give you an indication of when we’ll be able to provide it.
Independent review of your complaint by the Financial Ombudsman Service
If you’re dissatisfied with our final response or if you haven’t received it within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge. If you’ve received our final response, you must refer the complaint to FOS within six months of the date we sent it to you. FOS’s website is www.financial-ombudsman.org.uk.
If you don’t refer your complaint in time, FOS won’t have our permission to consider your complaint and so will only be able to do so in very limited circumstances; for example, if FOS believes that the delay was as a result of exceptional circumstances.
FOS’s contact details are set out below.
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
0800 023 4567 (consumer helpline)
Part B – For DCA Complaints only
On 11th January 2024, FCA announced an in-depth review into commission arrangements in the motor finance sector, along with new rules for the handling of DCA Complaints. You can find out more about this on the FCA’s website at https://www.fca.org.uk/carfinance and on the Financial Ombudsman Service (FOS) website at https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/credit-borrowing-money/car-finance/complaints-about-commission. But the main effect of the new rules is that a firm won’t have to send its final response to a DCA Complaint until 4th December 2025 at the earliest, to allow time for FCA to complete its review and decide what action to take next. The FCA has said it is planning to announce the findings of its review and next steps in May 2025, which may change the above timescales.
If you make, or have made, a DCA Complaint to us about commission, we’ll investigate it as we usually would and keep you informed of any relevant developments with FCA’s review, but it’s unlikely we’ll be in a position to provide our final response to you before 4th December 2025 at the earliest.
If you make, or have made, a DCA Complaint to us which is not about commission, we still won’t have to provide you with our final response before 4th December 2025 at the earliest, but we’ll aim to let you have it as soon as we can before then.
In either case, if we’re unable to provide a final response to you by the time it’s due, we’ll write to explain why and give you an indication of when we’ll be able to provide it.
Independent review of your DCA Complaint by the Financial Ombudsman Service
If you’re dissatisfied with our final response or if you haven’t received it by 29th January 2026, you may have the right to refer it to the Financial Ombudsman Service (FOS), free of charge. If you’ve received our final response, you must refer your DCA Complaint to FOS by the earlier of either 30th July 2026 or within the 15 months of the date we sent it to you. FOS’s website is https://www.financial-ombudsman.org.uk.
If you don’t refer your DCA Complaint in time, FOS won’t have our permission to consider it and so will only be able to do so in very limited circumstances; for example, if FOS believes that the delay was as a result of exceptional circumstances. FOS’s contact details are set out in Part A above.
If you have any questions regarding your complaint or our Complaints Procedure, please contact our Complaints team on 0330 123 0332 or email us at complaints@mannisland.co.uk.
Complaints data
Complaints publication report.
Firm name: MI Vehicle Finance Limited
Other firms included in this report (if any): None
Period covered in this report: 1st October 2023 – 31st March 2024
Brands/trading names covered: Mann Island Finance, Mann Island Vehicle Finance, Mann Island, MI Finance, MI Vehicle Finance
Credit-related complaints:
- Number of Complaints Opened: 3716
- Number of Complaints Closed: 988
- Percentage Upheld: 46.86%
Creating good customer outcomes
Find out more about our commitment to delivering good outcomes for our customers and to lending responsibly.
Customer security check
Carry out a security check quickly and securely by completing our online form.
Need to make a complaint?
We recognise that, despite the best intentions, things can go wrong. If this is the case, please let us know.
