Jigsaw Finance – Complaints Procedure
If your complaint is in relation to a vehicle you have on finance, please contact your finance provider directly.
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:
By Post | Complaints Department, |
By Email | Please provide your name and daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday. |
We will log your complaint within 24 hours.
If the complaint can be dealt with, within 3 business days we will send you a summary resolution communication within 5 business days of resolving the complaint, this will include information on what to do if you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
If your complaint cannot be dealt with, in 3 business days, we will send you our initial response letter within 2 days of either receiving the complaint or realising the complaint cannot be resolved within 3 business days.
We will investigate your complaint fully and if the complaint cannot be dealt with within 4 weeks, we will send you an update on the progress of your complaint.
We 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.
Within our final response, we will explain what to do if you are not happy with our response/resolution and if you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within 6 months of the date of the final response letter. You can contact them:
By phone: | 0800 023 4567 |
By post: | The Financial Ombudsman Service, |
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
FCA Motor Finance Redress Scheme
If your complaint is regarding issues covered by the Financial Conduct Authority (FCA) motor finance redress scheme, the FCA has now released the final details of the scheme.
The scheme is to help customers who may have been treated unfairly when taking out car finance.
This applies to customers if:
- You took out car finance (such as hire purchase or PCP) between 6 April 2007 and 1 November 2024, and
- You were not told about certain commission arrangements between the lender and the broker
You’re unlikely to be covered if:
- You leased a vehicle (Personal Contract Hire)
- You have successfully complained to the Financial Ombudsman Service or a court
- You’ve already accepted compensation
- Your agreement was not regulated (for example, some business or higher-value agreements)
- Your complaint is outside the relevant time limits
How to make a complaint
If you would like to make a complaint, you should contact your lender directly.
If you have already contacted Jigsaw, don’t worry, we will pass your complaint to your lender for you. They will then get in touch with you directly.
For more information on the redress scheme, please visit https://www.fca.org.uk/consumers/car-finance-complaints
Updated: 8th April 2026