Complaints procedure
This information sets out our procedure for dealing both with “Standard Complaints” (see Part A) and “Motor Finance Complaints” (see Part B).
A Motor Finance Commission Complaint is a special category of complaint which the Financial Conduct Authority (FCA) requires us to deal with in a different way. It is any complaint about a finance agreement where we may have paid commission to the firm which introduced you to us (usually a motor dealer or a credit-broker).
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 – Standard Complaints
- 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’ve received our final response, you must refer the complaint to the FOS within 6 months of the date we sent it to you. If you don’t refer your complaint in time, the 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 the 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 – Motor Finance Commission Complaints
In 2024, FCA announced an in-depth review into commission arrangements in the motor finance sector, along with new rules for handling Motor Finance Commission 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.
The FCA requires us to treat motor finance commission complaints differently from other complaints. This is because the FCA is introducing a motor finance redress
scheme (the Redress Scheme). The FCA published the details of the Redress Scheme on 30 March 2026. We’re reviewing the details of the Redress Scheme and
preparing our next steps in line with the FCA’s implementation timetable.
While the Redress Scheme is being implemented, we’re not required to issue final responses within the usual 8 week timescale. This means we can’t progress your complaint to a final response at this stage. You don’t need to take any further action for now. Once we understand how the Redress Scheme affects your complaint, we’ll contact you with an update.
Independent review of your Motor Finance Commission Complaint by the Financial Ombudsman Service
If you’re dissatisfied with our final response, or if you don’t receive a final response once the FCA’s rules allow us to issue one, you may be able to refer your Motor Finance Commission Complaint to the FOS.
The relevant time limits to refer your Motor Finance Commission Complaints will be set out in the final response letter we send you once the FCA’s rules allow us to provide one. You don’t need to take any action now. Further information about the FOS is available on it’s website at https://www.financial-ombudsman.org.uk. The 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 April 2025 – 30th September 2025
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: 19354
- Number of Complaints Closed: 1243
- Percentage Upheld: 38.54%
Creating good customer outcomes
Find out more about our commitment to delivering good outcomes for our customers and to lending responsibly.
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.