The easiest and quickest way to resolve an issue would be to get in touch with the Stratstone retailer you have been dealing with. Our Associates will do their absolute best to assist you.
If you have been unable to resolve your concerns or issues directly with the Stratstone retailer you've been dealing with, we will help you log a complaint with us and get you to the best possible resolution.
You can make a vehicle, service and/or aftersales complaint via our online form linked below. We aim to respond to all form submissions within 48 hours.
When we log a vehicle or service complaint on your behalf, the details you provide will be recorded and managed within a secure third-party platform, Reputation.com. This system is used to help us track, investigate, and resolve complaints effectively. Your information will only be used for the purposes of managing your complaint in line with our Privacy Notice, and we have appropriate data protection measures and contractual safeguards in place with Reputation.com to ensure your data remains secure and compliant with UK data protection law.
If you don't agree with the resolution we've proposed for your vehicle, service and/or aftersales complaint, you have the right to contact the Alternate Dispute Resolution service, provided by the National Conciliation Service (NCS). The NCS service provides an independent review of your complaint. You can raise a case with the National Conciliation Service here.
The FCA published their policy statement on the Motor Finance Redress Scheme on Monday 30th March 2026. Responsibility for handling and responding to any related complaints sits with the finance lender that provided your agreement.
If you'd like to know whether we were paid a commission by a lender for arranging your finance, or have a complaint relating to discretionary commission arrangements, please contact the lender directly. Many lenders now have dedicated pages for these enquiries.
You can find their contact details below along with more information about the Financial Conduct Authority’s review of motor finance commission practices.
To learn more about commission-related questions, we have provided some FAQs below.
If you purchased a vehicle and entered into a motor finance agreement between 6th April 2007 and 1st November 2024, and the lender paid the supplying motor dealer or broker a commission, you may be entitled to compensation under the terms of the FCAs Motor Finance Redress Scheme.
The FCA have been clear that those people who have already made a complaint to their Lender do not need to take any further action.
Lenders are required to write to all eligible customers who are due compensation from the scheme, regardless of whether a complaint has been made. If you make a claim directly with your Lender, you may receive any compensation you are entitled to sooner than if you wait to be contacted.
If you have already submitted a complaint to us as your broker, you will need to redirect your complaint to your Lender.
The FCA have highlighted that consumers should be wary of scammers pretending to be from the FCA or from car finance lenders, offering fake compensation.
- Don't share your bank account PINs and passwords with anyone.
- Don't give out your bank account details unless you’re certain who you’re dealing with.
If you believe you have been contacted by a scammer, it should be reported immediately. Further guidance on this matter can be found here:Unwanted car finance emails | FCA
If you would like to raise a Data Subject Access Requests (DSAR) or any other data request, please request this via our online Data Enquiry Form linked below.
If you need to make a complaint about the way we have handled your data, we have a specially trained team who can help. Within one calendar month of your complaint being received, we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.
Alternatively, please find the contact details for our team at the end of this page.
If following your discussions with us about your data complaint, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only). Information about how to make a complaint to the ICO can be found here.
If you need to make a complaint about the sale of a general insurance policy or a Consumer Credit Agreement, we have a specially trained team who can help. Upon completion of our investigation, we will provide a full response within 8 weeks, confirming the outcome of our review, or we will provide an update on the progress if more time is required.
Please find the contact details for our team at the end of this page.
If you cannot settle your financial products complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
Please note: Financial Conduct Authority (FCA) Ruling 11 January 2024 - Complaints concerning Discretionary Commission Arrangements (DCA) Response Paused:
Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the FCA on 11 January 2024, we will temporarily pause our response until the FCA provide more information. Further details in relation to the pause can be found on the FCA website.
Vulnerable Customers
Should you have any additional support needs you would like to make us aware of, such as a disability, a physical or mental health condition, or you just need extra support because your circumstances have changed, the quickest and easiest way to let us know is to complete our Customer Support Form using the link below. Here, you won't just find our support form but also links to different services and organisations that may be able to assist you depending on your needs.
By knowing your individual requirements, we can make your next visit to the dealership as easy and worry-free as possible.
Driving support at every stage
At Stratstone, we’re here to make sure every customer gets the right support when they need it.
Whether you’re managing your vehicle finance, have questions about your agreement, or want to explore settlement options, this section provides direct contact details for our panel of lenders to help you reach the right team quickly.
We understand that some customers may need extra support, and we’re here to help. Please get in touch with your local store so we can discuss how best to support you.
