Short Term / Annual Motor Insurance

With regards to short term motor insurance (and where applicable), we are an introducer only. This means we can only introduce you to the provider and you should discuss your needs and eligibility directly with them. We do not receive any commission for this initial introduction. In the event you purchase an annual policy direct from the Insurer, they may pay us a commission (either a flat fee or a percentage of the annual insurance premium) as a result of the initial introduction.

Note: Not all of the manufacturer partners we work with provide these insurances. Details of insurance providers are available upon request.

Finance Products: How we act

We are a credit broker and not a lender. We are not an independent financial advisor and we act in our own interests in respect of arranging finance. We do not source the whole market and can only provide you with limited options when introducing you to the lenders we work with. No advice or recommendations will be made and you must decide whether the finance product you choose is right for you.

New Cars: We are an agent of Mercedes-Benz Cars (MBC).

To assist you with your vehicle purchase, we can only introduce you to Mercedes-Benz Financial Services as they are the sole finance provider for MBC and new cars. In the event MBFS choose not to provide credit for your new car purchase, we are not able to introduce you to another lender. In this event, please discuss your vehicle purchasing options with a sales colleague.

Used Cars:

We operate with two lenders, a preferred lender and a secondary lender, both of whom we have a pre-existing relationship with. Once we determine that our preferred lender can provide suitable products to assist you with your vehicle purchase, we will introduce you to that lender. If that lender refuses to grant credit, then we can propose it to our second provider. In the event both lenders choose not to provide credit, we will refer you to a broker with whom we have a pre-existing relationship with to attempt to source credit for you. Note however, the available terms from this broker may well be inferior to the two lenders we initially introduced you to.

Fees and Commission Arrangements (finance products)

We do not charge you a fee for an introduction to the lender but we will receive a commission from the lenders we work with (either a fixed fee or a fixed percentage of the amount you borrow). The lenders we work with pay commission at different rates. Some lenders may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing.

For regulated agreements under the Consumer Credit Act 1974, prior to entering into your credit agreement, you have the right to ask us to disclose the amount of commission we will earn for arranging your credit agreement. If you would like more information, please email your request to the email shown below within the section for contact details. For your reassurance, the amount of commission we receive from a lender does not have an effect on the amount that you pay to that lender under your credit agreement. The lender will always set this.

Credit searches

By providing us with your credit details, you will be giving us authority to submit a credit application on your behalf to our credit provider(s), who will record a search on your credit file. For Used Cars only, we will only pass your details onto a subsequent credit provider if the initial application to the first credit provider is not successful. In this event, we will use a maximum of four credit providers and therefore, no more than four credit searches will be registered.

Contact Details / Complaints

If you wish to contact us or register a complaint, please contact us:

In writing: Customer Service Manager, Sytner Group Limited, 2 Penman Way, Leicester, LE19 1ST.

By email: sytnerfinance@sytner.co.uk

By phone: 0116 282 1000

If for any reason you are not entirely satisfied regarding your finance transaction, please let us know straight away. Our dedicated team will investigate your concerns. Please be aware that due to the complexity of these complaints they can take longer to investigate and resolve than other complaints.

We will endeavour to resolve your regulated credit related complaint as quickly as possible, if however you are not satisfied with our Final Response, or it has been more than eight weeks since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details about how to contact the Financial Ombudsman Service can be found here www.financial-ombudsman.org.uk or by telephoning 0845 080 1800.

Where your complaint relates to motor finance discretionary commission arrangements (DCA), the eight week response time has been paused for 37 weeks from 11 January 2024 further information can be found within our regulated complaint process www.sytner.co.uk/customer-service/financial-services-complaints-procedure

You can find out more information on the pause here: https://www.fca.org.uk/carfinance

Financial Services Compensation Scheme (FSCS) - Insurance Products

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations.

This depends on the type of business and the circumstances of the claim. General Insurance advising and arranging is covered for 90% of the claim with no upper limit. Compulsory forms of insurance (e.g. Motor Insurance) are covered for 100% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS. Please note - finance products are not covered by this scheme.