When a car is bought on finance, the finance company is not just lending you money. That changes who you should be talking to.
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On hire purchase and PCP the finance company buys the car and supplies it to you. In law it is the supplier of the goods, not a bystander who happened to fund the purchase. That means the obligation for the car to be of satisfactory quality sits with them.
Most drivers go back to the dealer, get nowhere, and stop. Raising it with the finance company as well is free, and it is often the faster route because they are the party with the obligation.
When you took the car, when the fault appeared, what you noticed and what you did. Dates matter more than adjectives, and memories fade faster than you expect.
Move phone conversations to email afterwards with a short summary. A complaint is much easier to progress when there is a written trail behind it.
Give the business a proper chance to respond. If you are not satisfied, the Financial Ombudsman Service considers complaints about regulated finance agreements, and it costs you nothing.
None of this needs a paid representative. You can raise it yourself, for free, and keep whatever the outcome is worth. We are not a claims management company and we do not put you in touch with one.
What to check, what to ask, and where to go when something goes wrong.
Your details are stored securely. You can ask to see the record we hold, or withdraw any of these permissions, at any time.