Finance and Insurance Complaints Procedure

We’re dedicated to providing you with outstanding service throughout your journey with Mercedes‐Benz Finance. So, if we’ve failed to meet our own high standards, please don’t hesitate to get in touch with the details of your complaint. You can write to us and we will acknowledge your complaint within 5 days of receipt:

1. Get in touch

Financial complaints

Mercedes-Benz Financial Services UK Ltd
Tongwell, Milton Keynes MK15 8BA

Email us at:
customerservices-mbfs@daimler.com

Or call us on:

0370 847 0700

Insurance complaints

Mercedes-Benz Insurance
Tongwell, Milton Keynes MK15 8BA

Email us at:
insurance.satisfaction@daimler.com

Or call us on:

0345 600 2180

2. Keeping you informed

 

We’ll work hard to resolve your complaint within 21 days of receiving it.

If this isn’t possible, we will contact you once a week, every week until a resolution is found.

3. Working to a resolution

If we’re unable to resolve your complaint within 8 weeks, we’ll write to you to remind you of your right to refer your complaint to the Financial Ombudsman Service.

Meanwhile, we’ll continue to work towards a successful resolution as quickly as possible.

4. Your rights

If you’re unhappy with our handling of your complaint, you may have the right to seek help from the Financial Ombudsman ‐ a free service which was set up by Parliament to resolve disputes between financial businesses and customers. Unless you can prove exceptional circumstances, you must notify the Financial Ombudsman of your complaint within six months of the date printed on our Final Statement.

You can contact the Ombudsman at:
Exchange Tower, Harbour Exchange Square, London E14 9SR

0800 023 4567 or 0300 123 9123

www.financial-ombudsman.org.uk

Alternatively, you can contact the BVRLA for financial complaints ‐ the trade body for the vehicle rental and leasing sector. As a member of the BVRLA, Mercedes‐Benz are held to the highest levels of professionalism and integrity, and if you feel we’ve fallen short of these standards, the BVRLA can intervene on your behalf. You can contact the BVRLA at:
Badminton Court, Church Street, Amersham HP7 0DD. Call 01494 434747
or visit www.bvrla.co.uk