As part of our commitment to treating you fairly in all our dealings with you both now and in the future, this document details our service and arrangements for dealing with your finance requirements. Please take the opportunity to read it carefully ensuring you retain a copy for your records.

WHO WE ARE: Fleet Financial is an appointed representative of The Lookers Group

When we say “we”, “our” and “Lookers”, we mean those companies that are members of the Lookers Group of companies, of which Lookers plc (registered in England and Wales with Company No. 111876) is the parent. Our main trading company Lookers Motor Group Limited (Registered in England and Wales with Company No. 143470) is a subsidiary of Lookers plc. Lookers Motor Group Limited (LMGL) is authorised and regulated by the Financial Conduct Authority (FCA), the independent watchdog that regulates financial services, and is registered with the FCA under Firm Registration Number (FRN) 309424. The companies named below are also subsidiaries of Lookers plc and are Appointed Representatives (ARs) of LMGL. All Lookers Group companies registered in England and Wales have their registered office at Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS:

Registered in England and Wales

Addison Motors Limited (Company No. 00714804) FRN 727684 Colebrook & Burgess Limited (Company No. 03410784) FRN 727687 Drayton Group Limited (Company No. 04136968) FRN 766669

The Dutton Forshaw Motor Company Limited (Company No. 680734) FRN 474287 Lookers Colborne Limited (Company No. 4172337) FRN 517128

MB South Ltd (Company No. 01097144) FRN 461719

S. Jennings Limited (Company No. 00120996) FRN 821551 Lookers Leasing Limited (Company No. 05654532) FRN 535490

Registered in Scotland

Lomond Motors (East) Limited (Company No. SC304405) FRN 679035 Lomond Motors Limited (Company No. SC184583) FRN 476254 Registered office: 520 Hillington Road, Braehead, Glasgow, G52 4UB

Registered in Northern Ireland

Charles Hurst Limited (Company No. NI004882) FRN 404120 Fleet Financial Limited (Company No. NI030373) FRN 456005

Registered office: 62 Boucher Road, Belfast, County Antrim, BT12 6LR

‘Your Preference’ is a trading style of Fleet Financial Limited.


We will not give you any advice or recommendations about the finance options we can offer.

We will provide details about them to make sure you have enough information to choose how you wish to proceed.

ABOUT OUR CREDIT BROKINGTERMS – Personal Contract Hire, Business Contract Hire for Sole Traders & Small Partnerships


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. We will not charge you a fee for our services and will not receive a commission from your finance lender.


We will refer your application to a lender from our panel. If this is not successful, we will refer your application to another lender within our main panel. We can also provide you with the details of any credit reference agency consulted by the finance provider. All finance is subject to status and income.

We also hold the permissions of debt adjusting and debt counselling for the regulated activity of settling finance agreements on an existing car in part exchange circumstances and organising a new finance agreement to replace it.


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.



At Lookers we endeavor to continually develop and improve the service we provide to our customers.

If you have feedback regarding your experience that you would like to share with us, whether that be recognising a member of our team or an idea to help us improve our customer service, contact us today on one of the below methods:

Email us: CustomerFeedback@Lookers.co.uk

Write to us: Fleet Financial, 7 Mallusk Drive, BT36 4GX

Call us: 02890 849777

If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone.

You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:

Vehicle & Aftersales Complaints - Finance Complaints - Data Complaints

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

Call Us: 0191 298 1425

Email Us: For complaints about the vehicle and/or aftersales either before or after the sale, please email: VehicleComplaints@lookers.co.uk

For complaints about finance or how we have handled your data, please email: FandIComplaints@lookers.co.uk

Write to Us: Customer Service & Complaints Resolution Team, Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS

All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation. 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 6 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 address, website and contact details of the Financial Ombudsman Service are as follows:

Website: www.financial-ombudsman.org.uk

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

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

Telephone:   0800 023 4567 or 0300 123 9123

For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: http://www.financial-ombudsman.org.uk/publications

Alternatively, you may refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and offers a free Conciliation Service. The Conciliation Service will investigate potential breaches of the Code of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations and as members, we must comply with their rulings. Further details may be found at: www.bvrla.co.uk/advice/guidance/using- bvrlas-conciliation-service

You may contact the BVRLA by Email: complaint@bvrla.co.uk

Writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP7 0DD


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.


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 data protection legislation. For more information about how Lookers processes personal information and your data protection rights please see our Privacy Notice published at https://fleetfinancial.co.uk/privacy-policy