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Complaints

How To Make a Complaint

If your complaint is in relation to a vehicle you have on finance, please contact your finance provider direct.

If your complaint is about a product or service offered by Jigsaw Finance please see below:

The first step is for us to understand your complaint; you can contact us by:

Phone:01782 450304
Post:Complaints Department, Jigsaw Finance, Genesis Centre, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF.
Email:complaints@jigsawfinance.com – please provide your name and daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday.

We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.

If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter. You can contact them:

By phone0800 023 4567
By post:The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
By email:complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk.

Eligible complainants are:

  • A consumer
  • Companies within the EU definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
  • A guarantor

Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk.