Rural Finance Ltd and AG Asset Finance Ltd are committed to
providing high quality service. We

acknowledge that it may not be perfect for every individual,
so we have set up the following

complaints procedure.

For complaints relating to Motor Finance Discretionary
Commission Arrangements, please go to

the heading Motor Finance Discretionary Commission
Arrangements Complaints to find

important information regarding your complaint.

Get in contact with us: 

Telephone Number: 01978660360 

Email: compliance@rural-finance.co.uk 

Post: 5 Wilkinson Court, Wilkinson Business Park, Wrexham,
LL13 9AE 

Clarification 

As Rural Finance is a regulated Credit Broker we work
alongside dealerships, manufacturers, and

Finance Companies so we will need to assess who the
complaint is in relation to. 

If the complaint is in relation to the goods purchased,
dealership, manufacturer, or Finance

Company we will not hesitate in taking your complaint to the
provider with your authorisation. 

If the complaint is regarding the service, we have provided
we will adhere to this complaint

procedure. 

Eligible Complaints 

Eligible complainants are those who have a potential claim
against a firm based whereby it believes

they have suffered a financial loss due to poor advice or
service that are: 

a) Private Individuals 

b) Companies within the EU definition of a
microenterprise 

c) Charities with an income of under £1,000,000 

d) Trustees of a trust with assets of under £1,000,000 

The Financial Conduct Authority complaints rules apply to
complaints: Made by, or on behalf of, an

eligible complainant. 

a) Relating to regulated activity. 

b) Involving an allegation that the complainant has
suffered, or may suffer, financial loss,

material distress or material inconvenience. 

c) Not resolved by close of business on the day following
receipt. 

Complaints Process 

Our Customer Service team will log your complaint and refer
it to our Complaints team. The

Complaints team will acknowledge it in writing. Rural
Finance Ltd will look to investigate the

complaint compliantly, diligently, and impartially,
obtaining additional information where

necessary. 

Rural Finance will look to assess fairly, consistently, and
promptly: 

a) The subject matter of the complaint 

b) Whether the complaint shall be upheld 

c) What remedial action or redress may be appropriate 

We will always look to keep you updated throughout the
compliant. The complaint must be dealt

with within 8 weeks. 

If there are mitigating circumstances holding up the
complaint, we MUST respond to you informing

you of what is holding the complaint up. 

Rural Finance will then look to issue you with a Final
Response letter, within the Final Response

letter we will inform you of the decision and our findings
regarding your complaint. We will also

supply you with The Financial Ombudsman’s leaflet and
contact details in case you require further

advice or are unhappy with the handling of your
complaint. 

Complaints resolved by close of the third business day. 

If we have resolved your complaint to your satisfaction
within 3 business days, this complaint can

be actioned differently. 

This complaint will be processed, and information sent to
you to comply with the Summary

Resolution Communication guidance from the Financial Conduct
Authority. This will be in the form

of written communication where: 

a) refers to the fact that you have made a complaint and
informs you that we now consider

the complaint to have been resolved to your
satisfaction. 

b) We will tell you that if you subsequently decide that you
are dissatisfied with the resolution

of the complaint you may be able to refer the complaint back
to us for further

consideration or alternatively refer the complaint to the
Financial Ombudsman Service. 

c) We will indicate whether we consent to waive the relevant
time limits, where we have

discretion in such matters. 

d) Provide the website address of the Financial Ombudsman
Service and guidance of where

you can find the information on their website; and 

e) A Financial Ombudsman Service leaflet, detailing their
services and contact details. 

The Financial Ombudsman Service 

The Financial Ombudsman Service is a free and impartial
service that settles complaints between

consumers and businesses that provide financial
services. 

You must contact the Financial Ombudsman within six months
of our Final Response letter. 

Address – Exchange Tower, London, E14 9SR 

Helpline – 0800 023 4567 

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

Website – www.financial-ombudsman.org.uk 

Where a complaint is referred to the Financial Ombudsman,
Rural Finance will cooperate fully and

comply fully with any settlement requests or rulings.

Motor Finance Discretionary Commission Arrangements Complaints 

FCA Review

On 11 January 2024, the Financial Conduct Authority (FCA)
announced that they are going to

undertake a review in the Motor finance market. This is due
to the high number of complaints

about Discretionary Commission Arrangements (DCA). 

While they carry out this review, the FCA has confirmed they
are pausing the 8-week time limit to

respond to DCA complaints. For complaints relating to DCA
received between 17 November 2023

and 25 September 2024, the Final Response requirement has
been paused for 37 weeks. This

means that we are unable to send a Final Response Letter for
complaints relating to DCA until after

25 September 2024, at the earliest.

The FCAs review is being carried out on agreements that
started before 28 January 2021. If your

Motor Finance agreement was taken out before 28 January
2021, there may have been a DCA in

place. The FCA banned all Motor finance DCA on the 28
January 2021. Therefore, if your Motor

Finance agreement was taken out after this date, your
agreement will not be included within the

DCA complaints procedure as this type of commission
arrangement was already banned. 

You can find further information about the reason for the
pause and for how this may affect you on

the FCA website:
https://www.fca.org.uk/consumers/car-finance-complaints.

Next Steps

You will still receive a written acknowledgement within 5
working days confirming receipt of your

complaint. However, you will not receive a Final Response
Letter until after the pause has been

lifted by the FCA. 

We will keep you informed of the status of your
complaint. 

DCA Complaint Resolution

Once the FCA have confirmed that the pause has ended, when
you receive your Final Response

Letter will depend on when we received your complaint. For
example, if we received your

complaint between 11 January 2024 and 25 September 2024, we
would have 8 weeks from the

pause being lifted to send your Final Response Letter.
However, if we received your complaint on

the 03 January 2024, before the FCA’s announcement on 11
January 2024, your complaint was then

paused, we would have the remaining 7 weeks to provide you
with a Final Response after the pause

is lifted. 

Please note that for any relevant motor finance DCA
complaint where the Final Response Letter is

received between 12 July 2023 and 20 November 2024, you can
refer your complaint to the

Financial Ombudsman Service within 15 months instead of 6
months.

Contact 

If you think you might have been affected or if you have any
queries regarding DCA complaints,

please contact us at compliance@rural-finance.co.uk or call
us on 01978660360.