Customer Services
It's always our aim to make sure no one needs to use this page. But if you do have an issue, our job now is to listen carefully to your comments and do what we can to make it right.
I need to raise an issue
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.
I need to make a complaint
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 to help track and get you to the best possible resolution.
You can make a complaint online here.
Financial products
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. Their contact details are:
Customer Complaints Co-ordinator,
Pendragon Finance & Insurance Services Ltd,
Loxley House,
2 Oakwood Court,
Little Oak Drive,
Annesley,
Nottingham,
NG15 0DR.
Email: fandi.complaints@pendragon.uk.com.
Telephone: 03333 239 255.
Please be aware that this team can only assist with complaints about financial services.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more details, visit https://financial-ombudsman.org.uk
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 pause our response time frame for a 37 week period, until at least the 25 September 2024. Please direct any complaints concerning this matter to: commission.complaints@pendragon.uk.com
Further details in relation to the pause can be found at https://www.fca.org.uk/carfinance. Our final response will advise you of your extended 15 month right to refer your complaint to the Financial Ombudsman Service.
Alternative Dispute Resolution (ADR)
If you don't agree with the resolution we've proposed for your complaint, we will refer you to our ADR service, provided by the National Conciliation Service. The ADR service provides an independent look at your complaint and may choose to change or uphold the resolution we've given you.
You can raise a case with the National Conciliation Service here.
