Stage 1 – Getting in touch

Simply tell us the details of your complaint in one of the following ways.

 

Write to us: Mercedes-Benz Financial Services UK Ltd Tongwell, Milton Keynes MK15 8BA.

 

Email us: customerservices-mbfs@mercedes-benz.com or use our online forms to raise your complaint.

 

Call us: 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Stage 2 - Keeping you informed

We’ll let you know in five working days of receipt if we’re able to resolve your complaint. If a resolution is made we’ll provide you with confirmation and further options if you remain dissatisfied.

 

If we are unable to resolve your complaint, we’ll escalate this for further investigation to our Resolutions team, where we’ll allocate a dedicated case handler to look into your complaint. We’ll provide written acknowledgement to you of your escalated complaint in five working days and keep you informed on a regular basis.

Stage 3 - Working to a resolution

We’ll do everything to resolve your complaint and put things right as soon as possible.

 

We’ll write to you to keep you updated with the outcome of our investigation, and if you have any questions, please contact your dedicated case handler by emailing mbfsresolutions@mercedes-benz.com or by calling 0345 120 1431.

Stage 4 - Knowing your rights

If we’ve not provided you with our final response within eight weeks of the date you first complained, or if you’re not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman for an independent review.

 

You can contact the Ombudsman at: Exchange Tower, Harbour Exchange Square, London E14 9SR, or call them on 0800 023 4567 or 0300 123 9123.

 

For more information on the Financial Ombudsman please visit www.financial-ombudsman.org.uk.

Stage 1 – Getting in touch

Simply tell us the details of your complaint in one of the following ways.

 

Write to us: Mercedes-Benz Financial Services UK Ltd Tongwell, Milton Keynes MK15 8BA.

 

Email us: customerservices-mbfs@mercedes-benz.com or use our online forms to raise your complaint.

 

Call us: 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Stage 3 - Working to a resolution

We’ll do everything to resolve your complaint and put things right as soon as possible.

 

We’ll write to you to keep you updated with the outcome of our investigation, and if you have any questions, please contact your dedicated case handler by emailing mbfsresolutions@mercedes-benz.com or by calling 0345 120 1431.

Stage 4 - Knowing your rights

If we’ve not provided you with our final response within eight weeks of the date you first complained, or if you’re not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman for an independent review.

 

You can contact the Ombudsman at: Exchange Tower, Harbour Exchange Square, London E14 9SR, or call them on 0800 023 4567 or 0300 123 9123.

 

For more information on the Financial Ombudsman please visit www.financial-ombudsman.org.uk.