To help us to deal with your complaint quickly and efficiently, please contact us with:
We have a documented complaints process that you can use to make us aware of any problems you have had with the service that we provide. We will do our best to answer your complaint quickly and fairly. Our complaints process meets the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
We will do everything we can to resolve your complaint as soon as we can. For more complex issues we may need more time to investigate your concerns. If this is the case, we will:
Personal Savings customers
Complaints Officer, Aldermore
Freepost RSAZ-AXXH-LHAX
PO Box 762
Wallsend NE28 5DH
Phone: 0345 604 2678
Email: service@aldermoresavings.co.uk
Business Savings customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Corporate Deposits customers
Aldermore Corporate Treasury
The Broadgate Tower
20 Primrose Street
London
EC2A 2EW
Phone: 0207 330 3030
Email: corporatetreasury@aldermore.co.uk
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Asset Finance customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Invoice Finance customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Once our final response is made.
If you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS).
We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.
Due to the nature of some of the services we provide, some our customers will be ineligible to refer their complaint to the FOS. If this is the case, when we write to you to provide you with our final decision we will provide you with details of the appropriate Alternative Dispute Resolution body who will be able to consider your complaint. For Asset Finance customers the Alternative Dispute Resolution body will be the Finance and Leasing Association and for Invoice Finance customers this will be UK Finance.
To contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
The Financial Conduct Authority (FCA) is reviewing the way in which motor finance companies have historically paid commission to vehicle dealers. Since they launched their review, a ruling by the Court of Appeal has raised the possibility of liability among motor finance firms wherever commissions were not properly disclosed to customers. The Supreme Court heard an appeal against the Court of Appeal’s judgment on 1 to 3 April. The FCA have said they will confirm within 6 weeks of the Supreme Court’s decision if they are proposing a redress scheme and if so, how they will take it forward.
In January 2024 the FCA announced a pause in the rules for managing complaints about discretionary commission arrangements. This was extended in September 2024 and we now have until after 4 December 2025 to respond to these complaints.
In December 2024, the FCA extended the pause to include complaints where a non-discretionary commission arrangement was in place.
The FCA have also extended the amount of time you will have to refer your commission complaint to the Financial Ombudsman Service (FOS). Once we have been able to send you our final response, if you’re not happy with the outcome, you will have until 26 July 2026 or 15 months from the date of our final response, whichever is later, to refer your complaint to the FOS.
A DCA complaint is a complaint that relates to a regulated credit agreement, entered into before 28 January 2021, which financed the purchase of a motor vehicle and that provided for payment of a commission linked to the interest rate which the lender allows the dealer or broker to select.
The FCA defines a Non-DCA Complaint as a complaint which relates to a regulated credit (or consumer hire) agreement, which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a relevant DCA complaint.
If you wish to make a complaint about the commission arrangement affecting your agreement with us please email us at aldermorecommissioncomplaints@aldermore.co.uk including the following information.
If you had more than one agreement with us please send us a separate email for each agreement you wish to complain about. You do not need to enquire what type of commission arrangement was in place before you make your complaint. We will check this for you.
You can also write to us, enclosing the same information as above: Commission Complaints, MotoNovo Finance, Two Central Square, Cardiff, CF10 1FS.
We will write to acknowledge that we have received your complaint and confirm whether your agreement was affected by a discretionary commission arrangement (DCA) or other type of commission arrangement (Non-DCA).
We’ll investigate your complaint in line with the timescales and guidance provided by the FCA.
More information can be found at www.fca.org.uk/consumers/car-finance-complaints.
If the FCA make any more changes that affect your complaint, we will include these on this website.