How do I Make a Complaint With Ford Credit?

We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody. 

You have a number of ways to contact us; you can call or write to us via post or email, whichever you prefer:

Call us: 0345 712 5490 We are open 9:00am till 5:15pm on weekdays and 9:00 till 1:00pm on Saturdays

Email us: custrel@ford.com* Our opening hours are 9:30am and 5:15pm weekdays

Write to us: Customer Relations Department, Ford Credit, Number One, 1 Tony Wilson Place, Manchester, M15 4FN

*Please note that the transmission of information via the internet (including e-mail) is not completely secure. Although we do our best to protect personal data, any transmission is at your own risk. Once we have received your information, we will use strict procedures and security facilities to ensure against unauthorised access. To keep your data secure please do not send any Personally Identifiable or Sensitive Personal Information to custrel@ford.com.

Complaints About Commission Arrangements (Discretionary or other commissions)

If you have a complaint relating to commission arrangements – whether this is a Discretionary Commission Arrangement (DCA) or any other form of commission (Non-Discretionary Commission Arrangement), it can be raised as normal.  However, please click here as your complaint will be handled differently in line with regulatory guidance.

Complaints About Your Vehicle?

You must continue to make your monthly payments under the terms of your finance agreement to prevent any impact to your credit file.

Please email any photos or video evidence of the concerns you are experiencing to custrel@ford.com to help with our investigation.

If you have not yet made a complaint to the Ford Motor Company Customer Care Centre, please contact them on the below methods, as we are not able to raise this complaint on your behalf.

Telephone: 0203 5644444
Passenger Vehicles: ukcrc1@ford.com 
Commercial Vehicles: ukcvsc1@ford.com 

What Happens Next?

• Within five working days of receiving your complaint we’ll acknowledge that we have received and are looking into your complaint, and we’ll let you know when you can expect a response
• We will then conduct a full investigation of your concerns (we may call you for further details)
• We will then provide a final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This will normally be in writing via letter

Unfortunately, complex complaints can take longer to resolve if we need to liaise with 3rd parties etc. If our investigation is likely to take longer than 8 weeks, we will contact you with an update on your complaint – as well as provide you with your escalation option.

We will keep you updated but at any time if you feel there’s additional information that will help us resolve your complaint, you can contact us by phone or email at any time.

What if I am not Happy With the Outcome of the Complaint?

We pride ourselves on treating our customers fairly and are sorry if any customer is not happy with the decision we make. If you wish to take your complaint further, you can ask for the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of our final response letter – you may also need to send them our final response showing our investigation and decision of your complaint.

You can visit the FOS website http://www.financial-ombudsman.org.uk/ or you can contact them via:

Call: 0800 023 4567

Email: Complaint.info@financial-ombudsman.org.uk

Writing: The Financial Ombudsman, Service, Exchange Tower, London, E14 9SR

If you would like to see the Ford Credit’s complaint publication report, please click on the following link: Complaints Publication Report.

Important Information

Ford Credit is a trading Style of FCE Bank plc. Registered in England: No 772784. Registered Office: FCE Bank plc, Arterial Road, Laindon, Essex, SS15 6EE. FCE Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under firm reference number 204469