Complaints Policy

At Matt Johnson Prestige Ltd, each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

When we receive a complaint we will try to deal with it promptly, effectively and in a positive manner.

If you would like to make a complaint about any aspect of our service, we would prefer that you make this in writing so that the details of the complaint are clear and complete.

Please include, your name and contact details, the vehicle registration, make and model (if applicable), nature of the complaint, dates and times that are relevant and copies of any supporting documentation and address the complaint to:

Matt Johnson
Matt Johnson Prestige Ltd
Abbey Road
Barrow-in-Furness
Cumbria LA13 9JJ
Telephone: 01229 486315
E-mail: [email protected]

Our Commitment to you

1. We will acknowledge your complaint within 3 working days of receipt of your complaint.
2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4. If your complaint relates to the sale of a finance or insurance backed product and more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR.

You can see more information at www.financial-ombudsman.org.uk, or call them on 0800 023 4 567.

We are also accredited to the Motor Ombudsman "TMO" who is our certified Alternative Dispute Resolution (ADR) provider.  The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern. 

For further information you can visit the Motor Ombudsman Website at WWW.themotorombudsman.org (https://www.themotorombudsman.org) or on their information line 03452413008

Complaints about discretionary commission agreements

On the 11 January 2024 the Financial Conduct Authority (FCA) announced (https://www.fca.org.uk/news/saements/fca-undertake-work-motor-finance-market) their intention to review historical motor finance discretionary commission arrangements across the motor finance industry. 

To allow the FCA adequate time to conduct a full review of discretionary commission arrangement complaints a "pause" period has been implemented. 

The Pause applies to Discretionary Commission Arrangements (DCA) complaints received between 17 November 2023 and 25 September 204.  This pause means that our final response will not have to be issued until after 4 December 2025.  We will however issue you with a prompt acknowledgement upon receipt of your complaint.

More information published b the FCA on the scope of the "pause" can be found at https://www.fca.org.uk/consumers/car-finance-complaints.