Ford Credit Complaints Procedure

How do I make a complaint?

We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.

You have a number of ways to contact us; you can call or write to us via post or email, whichever you prefer:

We have a secure email and a generic email address^* for general customer relations enquiries. To keep your data secure please do not send any Personally Identifiable or Sensitive Personal Information to the generic custrel@ford.com email address.

Write to us:

Customer Relations Department
Ford Credit
Number One
1 Tony Wilson Place
Manchester
M15 4FN

Email us:

You can choose to send your complaint to us securely by clicking here and selecting the subject category 'Make a Complaint'. Alternatively, for complaints and related enquiries you can e-mail custrel@ford.com^*

Our opening hours are 9:00am and 5:15pm weekdays.

Call us:

0345 712 5490^Tooltip

We are open 09.00 till 17.15 on weekdays, and 09.00 till 13.00 on Saturdays

^*Please note that the transmisssion of information via the internet (including e-mail) is not completely secure. Although we do our best to protect personal data, any transmission is at your own risk. Once we have received your information, we will use strict procedures and security facilities to ensure against unauthorised access. To keep your data secure please do not send any Personally Identifiable or Sensitive Personal Information to custrel@ford.com

What happens next?

Within five working days of receiving your complaint we’ll acknowledge that we have received and are looking into your complaint, and we’ll let you know when you can expect a response
We will then conduct a full investigation of your concerns (we may call you for further details)
We will then provide a final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This will normally be in writing via letter

Unfortunately, complex complaints can take longer to resolve if we need to liaise with 3^rd parties etc. If our investigation is likely to take longer than 8 weeks, we will contact you with an update on your complaint - as well as provide you with your escalation options.

We will keep you updated but at any time if you feel there’s additional information that will help us resolve your complaint, you can contact us by phone or email at any time.

What if you’re not happy with the outcome of the complaint?

We pride ourselves on treating our customers fairly and are sorry if any customer is not happy with the decision we make. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – you may also need to send them our final response showing our investigation and decision of your complaint.

You can visit the FOS website http://www.financial-ombudsman.org.uk/ or you can contact them via:

Writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email:

complaint.info@financial-ombudsman.org.uk

Phone:

0800 023 4567

If you would like to see Ford Credit's complaint publication report, please click on the following link: Complaints Publication Report (PDF 59KB)

Important Information

Ford Credit is a trading Style of FCE Bank plc. Registered in England: No 772784. Registered Office: FCE Bank plc, Arterial Road, Laindon, Essex, SS15 6EE. FCE Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under firm reference number 204469.