Hartwell Finance Ltd provided vehicle finance for customers of both Hartwell and other motor dealers and in many cases we paid Discretionary Commission. 

If the FCA redress scheme is approved without amendment, Hartwell Finance will implement it as soon as possible for all affected customers, regardless of whether they have already contacted us.
If the scheme is amended, Hartwell Finance will provide an update outlining the likely implications and expected timescales.

If you wish to enquire or lodge a complaint then please put this in writing either by letter or e-mail to Hartwell Finance, Wootton Business Park, Besselsleigh Road, Wootton, Oxford, OX13 6FD or hartwell.finance@hartwell.co.uk. It will be helpful to do this so your up-to-date contact details can be recorded. If you prefer to make contact by telephone then please call 01865 861333.

A full investigation of your concerns will be conducted and within five working days of receiving your complaint Hartwell Finance will acknowledge that they have received your complaint and in most cases will give you an explanation of what has been found.  You will be given an explanation of what Hartwell Finance plans to do as a result, why the decision was made and whether it is likely to be subject to the FCA redress scheme. This will normally be communicated to you in the same way as you have contacted Hartwell Finance.

If our investigation is likely to take longer than 8 weeks, Hartwell Finance will contact you with an update on your complaint, as well as provide you with your escalation option.  Hartwell Finance will keep you updated but at any time if you feel there is additional information that will help to resolve your complaint, you can contact Hartwell Finance at any time.

If you do not feel that having followed these steps your complaint has been satisfactorily resolved you may have the right to refer your complaint to the Financial Ombudsman Service who can be found at www.financial-ombudsman.org.uk or by telephoning 0800 023 4567.   The FCA has extended the time permitted to refer any complaint to the Financial Ombudsman Service to the later of 15 months from when the final response was sent or 29th July 2026.

Use of Claims Management Companies

The Financial Conduct Authority (FCA) states that you do not need to use a Claims Management Company (CMC) or law firm to file a Discretionary Commission Arrangement (DCA) or motor finance complaint. Complaining directly to your lender is free, and using a CMC can cause you to lose 30% to over 36% of your compensation in fees.

If you have already signed up with a CMC and want to leave, the FCA and Solicitors Regulation Authority (SRA) have pushed firms to ensure cancellation terms and exit fees are fair, reasonable, and strictly reflective of actual work done.

If you have engaged a CMC to assist you then we will communicate with that CMC in the same manner as we would if you had contacted us directly.

If you have any questions please contact us in writing either by letter or e-mail to Hartwell Finance, Wootton Business Park, Besselsleigh Road, Wootton, Oxford, OX13 6FD or hartwell.finance@hartwell.co.uk or contact us by telephone on 01865 861333.