As part of our commitment to treating you fairly in all our dealings with you both now and in the future, this document details our service and arrangements for dealing with your finance and insurance requirements. Please take the opportunity to read it carefully ensuring you retain a copy for your records.
When we say “we”, “our” and “Lookers”, we mean those companies that are members of the Lookers Group of companies, of which Lookers Group Ltd (registered in England and Wales with Company No. 111876) is the parent. Our main trading company Lookers Motor Group Limited (Registered in England and Wales with Company No. 143470) is a subsidiary of Lookers Group Ltd. Lookers Motor Group Limited (LMGL) is authorised and regulated by the Financial Conduct Authority (FCA), the independent watchdog that regulates financial services, and is registered with the FCA under Firm Registration Number (FRN) 309424. The companies named below are also subsidiaries of Lookers Group Ltd and are Appointed Representatives (ARs) of LMGL. All Lookers Group companies registered in England and Wales have their registered office at Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS:
Registered in England and Wales
Addison Motors Limited (Company No. 00714804) FRN 727684
Colebrook & Burgess Limited (Company No. 03410784) FRN 727687
Drayton Group Limited (Company No. 04136968) FRN 766669
The Dutton Forshaw Motor Company Limited (Company No. 680734) FRN 474287
Lookers Colborne Limited (Company No. 4172337) FRN 517128
MB South Ltd (Company No. 01097144) FRN 461719
S. Jennings Limited (Company No. 00120996) FRN 821551
Lookers Leasing Limited (Company No. 05654532) FRN 535490
Registered in Scotland
Lomond Motors (East) Limited (Company No. SC304405) FRN 679035 Lomond Motors Limited (Company No. SC184583) FRN 476254 Registered office: 520 Hillington Road, Braehead, Glasgow, G52 4UB
Registered in Northern Ireland
Charles Hurst Limited (Company No. NI004882) FRN 404120 Fleet Financial Limited (Company No. NI030373) FRN 456005
Registered office: 62 Boucher Road, Belfast, County Antrim, BT12 6LR
We will not give you any advice or recommendations about the finance options we can offer.
We will provide details about them to make sure you have enough information to choose how you wish to proceed.
CREDIT BROKER STATUS DISCLOSURE
We are a credit broker, not a lender and have the permission to carry out the regulated activity of credit broking which includes effecting introductions between you and lenders or other credit brokers. This means that we can introduce you to a limited number of lenders and their finance products, which may have different interest rates and charges, to assist with your finance. We will provide details of products available from the lenders that we work with, but no advice or recommendation will be made. You must decide whether the finance product is right for you and all finance is subject to status and income.
We will refer your application to our main panel of lenders, which will include many of the vehicle manufacturer lenders. If this is not successful, we will refer your application to another lender within our main panel of lenders. Where your finance application has been unsuccessful, we will advise you of this and also provide you with the details of any credit reference agency consulted by the finance provider.
We do not charge you a fee for our services, but we will receive a commission from your finance lender for introducing you to them (either as a fixed fee or as a variable amount) which will impact the amounts that you pay. The lenders we work with pay commissions at different rates and may also pay us a performance-related bonus from time to time. You are entitled to request information regarding the commission which we receive through placing your finance at any time.
Where we have arranged finance for you, we may contact you before the end of your finance agreement to discuss the return of your vehicle and/or end-of-term options available to you.
GENERAL
At Lookers we endeavor to continually develop and improve the service we provide to our customers.
If you have feedback regarding your experience that you would like to share with us, whether that be recognising a member of our team or an idea to help us improve our customer service, contact us today on one of the below methods:
Email us: Sales@lookerspersonalleasing.co.uk
Write to us: Lookers Personal Leasing, Lookers House, 3 Etchells Rd, West Timperley, Timperley, Altrincham WA14 5XS
Call us: 0191 298 1648
If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone.
You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:
• Vehicle & Aftersales Complaints
• Finance Complaints
• Data Complaints
We value all customers and aim, at all times to provide a first-class service, including in complaints handling. Whilst we aim to achieve a high level of service, if you have any complaints about your finance or insurance, please contact us directly using any of the following methods:
Call Us: 0191 298 1425
Email Us: FandIComplaints@lookers.co.uk
Write to Us: Customer Service & Complaints Resolution Team, Lookers House, 3 Etchells Road West Timperley Altrincham WA14 5XS
All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation. We will always strive to investigate and resolve your complaint promptly and fairly. However, if you are not satisfied with how we respond to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. You must do so within 6 months of our final response to you.
The Financial Ombudsman Service is a free, independent service available to customers who have a complaint about a financial product or service. The address, website and contact details of the Financial Ombudsman Service are as follows:
Website: www.financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: http://www.financial-ombudsman.org.uk/publications
Alternatively, you may refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and offers a free Conciliation Service. The Conciliation Service will investigate potential breaches of the Code of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations and as members, we must comply with their rulings. Further details may be found at: www.bvrla.co.uk/advice/guidance/using- bvrlas-conciliation-service
You may contact the BVRLA by Email: complaint@bvrla.co.uk
Writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP7 0DD
INTERPRETATION
For customers resident in England or Wales (or any other country except Scotland or Northern Ireland), these Terms of Business are governed by English law and are subject to the jurisdiction of the courts of England. For customers resident in Northern Ireland the laws of Northern Ireland shall apply and the courts of Northern Ireland shall have jurisdiction, and for customers resident in Scotland the laws of Scotland shall apply and the courts of Scotland shall have jurisdiction, but this shall not prevent a customer or Lookers commencing proceedings in any other jurisdiction in which one or both of them are located or have assets.
YOUR INFORMATION
We are committed to respecting your privacy and applying the highest standards of data protection, we will only use your information where it is necessary and in accordance with UK data protection legislation. For more information about how Lookers processes personal information and your data protection rights please see our Privacy Notice published at https://lookerspersonalleasing.co.uk/privacy-notice
