(DCA) Discretionary Commission Arrangements.
If you have a query or complaint relating to the use of discretionary commission arrangements (DCA) before 28th January 2021, as recently highlighted on the Martin Kirstie Money Programme, this should be directed to the lender who provided your vehicle finance. For more information please visit our discretionary commission page.
Providing an excellent customer service is important to the Listers Group and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain. If this happens, we will do everything we can to speedily resolve the problem.
Our Standards
- We treat all complaints seriously, whatever format they are received in.
- You will be always treated with courtesy.
- We will deal with your complaint promptly.
- We will keep you updated and let you know when we expect to be able to reply in full.
- Complaints received are logged and analysed for business improvement.
PLEASE NOTE: This complaints procedure only applies to finance and insurance products associated with the purchase of your vehicle. It should not be used in relation to mechanical problems with the vehicle.
Communication
You can communicate with us in any way that is right for you.
- Telephone
Contact your Listers dealership or 01789 403800 - Email
complaints@listers.co.uk - Letter
Compliance Department, Listers Group Limited, Othello House, Banbury Road, Stratford-upon-Avon, CV37 7GY
Information to provide when making a complaint
- Vehicle details: Vehicle registration number, make and model.
- Dealership details: The dealership where you bought the car and the date of purchase.
- Documents: Copies of your point-of-sale documents including your credit agreement.
- Complaint: A clear statement of what your complaint is about and the resolution you require.
We will endeavour to resolve your complaint within 3 business days (Monday to Friday). If we are unable to achieve this to your satisfaction, we will then follow our internal complaints procedure. In both instances, if you are not entirely satisfied with the decision, you may be entitled to refer it to the Financial Ombudsman Service (FOS) or the British Vehicle Rental and Leasing Association (BVRLA).
If we are unable to resolve your complaint, we will acknowledge your complaint in writing (letter and/or email) within 5 days or receiving your complaint.
We will provide you with a copy of this complaints procedure.
We will fully investigate your concerns and then provide a written response to you. This will by letter (sent by email and/or letter) and will be headed FINAL RESPONSE LETTER. We have up to 8 weeks to send the Final Response Letter to you. However, we will always aim to provide our written response to you as quickly as possible.
If your complaint relates to Discretionary Commission Arrangements, the Financial Conduct Authority (FCA) have paused the 8 week time limit to respond to your complaint until 4th December 2025. Please see www.fca.org.uk/carfinance for further information.
Once our investigations are complete, we will write to you with our response.
The issuing of the Final Response Letter ends our formal complaints procedure.
Insurance Complaints
If your insurance complaint is in relation to a transaction with Porsche Centre Hull. Please contact Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560, e-mail: complaints@automotive-compliance.co.uk.
They will endeavour to resolve your complaint within 3 working days; if they are unable to achieve this to your satisfaction, they will then follow their internal complaints procedure.
If we are unable to respond to your complaint fully and in writing within the permitted timescales from the date of receipt, or you are dissatisfied with the response we have provided, you may be able to refer your complaint to the Financial Ombudsman Service for adjudication.
Timescales to refer to the Financial Ombudsman Service
- Within 6 months for all finance and/or insurance complaints, where the complaint does not relate to Discretionary Commission Arrangements, of the date of the Final Response Letter
- Within 15 months, if it relates to Discretionary Commission Arrangements, of the date of the Final Response Letter.
You will be provided with information about how to do this. You can only use the Financial Ombudsman Service if your complaint falls within their jurisdiction. If you would like more information about the Financial Ombudsman Service, you can visit their website: www.financial-ombudsman.org.uk.
Data Protection
If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However, in order for us to correspond freely with them, you will need to provide your authority for us to do so. We cannot deal with any third party on your behalf unless we are satisfied that you have actually instructed them in the matter.
If your complaint is around a hire or leasing agreement and have followed our complaints procedure, you may be entitled to refer your complaint to the BVRLA. For more information as to whether you are eligible, go to www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html