Telephone: 01766 522516


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Telephone: 01766 522516

Financial or Regulated Complaints

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We will acknowledge your concerns within 3 working days to let you know we are looking into your complaint and clarify any points where necessary. We will take into account all of the available evidence, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service.

Within 4 weeks of receiving your complaint

We hope to have completed our investigation and to have provided you with our final response in writing. In some instances we may need more time to response, and if so we will write to you with an update.

Within 8 weeks of receiving your complaint

In most cases we will have written to you with our final response before the end of the eight week timeframe. If for any reason we need more time, we will contact you to explain why and to let you know when you should expect our decision.

Our Final Response letter

This letter will detail what we have found, what we plan to do and how we came to our decision.

Should you remain unhappy with how we dealt with your complaint or our final decision regarding your finance or insurance complaint and you wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This service is independent, impartial and will not charge you to review your concerns.  

The Financial Ombudsman Service will not review your complaint until we have issued our final response letter and you will need to consult them within 6 months of the date of our final response.

Contact details for the Financial Ombudsman Service are below:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk


Commission related complaints

 

If you wish to raise a complaint in relation to any commission arrangement associated with your purchase, this should be submitted to the lender who provided your finance agreement as only your lender can respond to this. Most lenders have set up dedicated webpages and online enquiry forms to allow you to do this.

Your lender will inform you of any next steps if you submit a complaint to them, however please be aware that it is unlikely that your lender will be in a position to issue a ‘final response’ letter until after 4th December 2025. This is because the FCA have implemented a ‘pause’ to the usual 8 week deadline firms have to respond, to allow the outcome of the FCA review into commission arrangements to be known, along with the outcome of a related recent court of appeal hearing that has now been appealed by the lenders involved to the Supreme Court.

You can find more information explaining the reasons for this FCA review and the complaints handling ‘pause’ on the FCA website here: https://www.fca.org.uk/consumers/car-finance-complaints

Regent Volkswagen are a credit broker and not a lender. We are Authorised and Regulated by the Financial Conduct Authority. FCA No: 668029 Finance is Subject to status. Other offers may be available but cannot be used in conjunction with this offer. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. If we introduce you to a lender, we will receive a commission payment (either a fixed fee or a perecentage of the amount borrowed). 

If you are selecting a Volkswagen ID.3, ID.4, ID.5 or ID.7 then all prices shown are MDP (Manufacturer’s Direct Price), inclusive of VAT. Sold by Volkswagen Passenger Cars, a trading division of Volkswagen Group United Kingdom Limited. MDP includes: delivery to Agent, number plates, new vehicle registration fee, the first year’s Vehicle Excise Duty and VAT (calculated at 20%). Volkswagen Passenger Cars may charge the MDP at any time (this includes where there are government changes in regulation and/or legislation). There may be a delay to any MDP prices displaying correctly on our materials.

Registered in England & Wales: 965772

Registered Office: Address: Regent Volkswagen, Caernarfon Road, Criccieth, Gwynedd, LL52 0AP

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VAT Number - 159970416 | Company Number - 965772 | FCA Number - 668029

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