We are a credit broker, not a lender and have the permission to carry out the regulated activity of credit broking which includes effecting introductions between you and lenders or other credit brokers. This means that we can introduce you to a limited number of lenders and their finance products – which may have different interest rates and charges – to assist with your finance needs.

Finance applications

We will refer your application to a lender from our panel. If your application is declined, we can provide you with the details of any credit reference agency consulted by the finance provider. All finance is subject to status and income.

Commission

We do not charge you a fee for our services, but we will receive a commission from your finance lender for introducing you to them (either as a fixed fee or as a variable amount) which will impact the amounts that you pay. The lenders we work with pay commissions at different rates and may also pay us a performance-related bonus from time to time. You are entitled to request information regarding the commission which we receive through placing your finance at any time.

Finance agreement review

Where we have arranged finance for you, we may contact you before the end of your finance agreement to discuss the return of your vehicle and/or end-of-term options available to you. 

General information

Complaints We value all customers and aim always to provide a first-class service, including in complaints handling. While we aim to achieve a high level of service, if you have any complaints about your finance, please contact us directly using any of the following methods:

Telephone: 0191 298 1425 Email: FandIcomplaints@lookers.co.uk

Address: Customer Service & Complaints Resolution Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU

You can also visit our website lookers.co.uk/complaints where further information is available, and your complaint can be recorded online.

We will always strive to investigate and resolve your complaint promptly and fairly. However, if you are not satisfied with how we respond to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. You must do so within six months of our final response to you. The Financial Ombudsman Service is a free, independent service available to customers who have a complaint about a financial product or service.

The contact details of the Financial Ombudsman Service are:

Telephone: 0800 023 4567 or 0300 123 9123

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

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

You can also visit the Financial Ombudsman Service website financial-ombudsman.org.uk where further information is available.

Interpretation

For customers resident in England or Wales (or any other country except Scotland or Northern Ireland), these Terms of Business are governed by English law and are subject to the jurisdiction of the courts of England. For customers resident in Northern Ireland the laws of Northern Ireland shall apply, and the courts of Northern Ireland shall have jurisdiction, and for customers resident in Scotland the laws of Scotland shall apply, and the courts of Scotland shall have jurisdiction, but this shall not prevent a customer or Lookers commencing proceedings in any other jurisdiction in which one or both of them are located or have assets.  

Your information

We are committed to respecting your privacy and applying the highest standards of data protection, we will only use your information where it is necessary and in accordance with UK and EU data protection legislation. For more information about how Lookers processes personal information, and your data protection rights please see our Privacy Notice published at lookers.co.uk/privacy-notice