Complaints Procedure

Discretionary Commission Arrangements (DCA) Complaints

On the 11 January 2024 the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission arrangements across the motor finance industry. 

To allow the FCA adequate time to conduct a full review of discretionary commission arrangement complaints a "pause" period has been implemented.

The Pause applies to Discretionary Commission Arrangements (DCA) complaints received between 17 November 2023 and 25 September 2024.  The pause means that our final response will not have to be issued until after 25th September 2024.  We will however issue you with a prompt acknowledgement upon receipt of your complaint.

More information published by the FCA on the scope of the "pause" can be found at

If you require information regarding the finance lender you need to contact to raise your complaint please complete the form at the bottom of this page and will endeavour to assist you. 


At TJ Vickers we strive to give the best service all of the time, so we are sorry you feel we have not achieved this for you, however by making a complaint this gives us the opportunity to improve our service for other customers.

All complaints received are treated confidentiality and in accordance of the requirements of the Financial Conduct Authority.

In the event that you do not feel we have provided good customer service or you are unhappy with a product that we have supplied you please complete the complaints form available on this page.

  • We will contact you with confirmation that we have received your complaint within 3 working days of receipt.
  • We will then fully and impartially investigate your complaint.
  • We will write to you within 4 weeks with either an interim or final response keeping you updated.

Our final response to you will be in writing and will set out our final view on the issues raised in your complaint and tell you whether we accept or reject your complaint. In both circumstances we shall provide you with a full written explanation on how we have reached our decision.

If once you have received our final response or after eight weeks, you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service.

Finance or Insurance Complaints:

If your complaint is regarding finance or insurance products and you are not happy with how we have resolved your complaint, you may refer to The Financial Ombudsman Service (FOS). This is a free service. Please use the following contact details to contact the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS)

Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 or 0300 123 9123


For more information please visit

Goods or Services Complaints:

National Conciliation Service

If your complaint is not about a financial or insurance product or service, and you are unhappy with how we have resolved your complaint, you may refer your complaint to the National Conciliation Service (NCS). This is a free service. Please use the following contact details to contact the National Conciliation Service.

The National Conciliation Service,

2-3 Allerton Road, Rugby, CV23 0PA



Telephone: 01788 538 318

The Motor Ombudsman

Alternatively, we confirm that we are also a member of The Motor Ombudsman (TMO), which is another free alternative dispute resolution service.  To contact TMO, please use the following contact details:

The Motor Ombudsman,

71 Great Peter Street, London, SW1P 2BN United Kingdom


Telephone: 0345 241 3008

Complaints Procedure

  • Search for a Vehicle

    Search   0 Vehicles Available
  • Disclosure:

    TJ Vickers and Sons Limited t/a T J Vickers is authorised and regulated by the Financial Conduct Authority, FRN 688223. We are a credit broker not a lender, and can introduce you to a limited number of lenders. We typically receive a fixed commission calculated by reference to the vehicle age, model or amount you borrow, for introducing you to a lender, but this does not affect the interest charged on the finance agreement, which is set by the lender. Our lenders also provide preferential rates to us for the funding of our vehicle stock and financial support for training and marketing. T J Vickers and Sons Limited t/a T J Vickers receive commission as a proportion of premium paid from its Insurance provider if you decide to enter into an agreement with them. T J Vickers and Sons Limited t/a T J Vickers is an Appointed Representative of AutoProtect (MBI) Limited for Insurance Distribution activities. AutoProtect (MBI) Limited is authorised and Regulated by the Financial Conduct Authority, FRN 312143. Its permitted business is arranging general insurance and finance products. You can check this on the FCA Register by visiting

    Reg Office:
    TJ Vickers & Sons Ltd – Trench Road, Trench, Telford, TF2 6PL. Reg. Company Number: 1636071 VAT Reg. No. 160 5726 73