We are a credit broker and not a lender. To assist you with your vehicle purchase, we can introduce you to two lenders (and their finance products), both of whom we have a pre-existing relationship with (we do not source the whole market). In the event both lenders choose not to provide credit, we will refer you to a broker 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.
We act as an agent on the lenders behalf when making this introduction. We are not an independent financial advisor and therefore, no advice or recommendation will be made. You must decide whether the finance product you choose is right for you.
We do not charge you a fee for this introduction, 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 could 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, if you would like more information on the commission payable prior to you entering into the agreement, 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.
If for any reason you are not entirely satisfied regarding your Finance or Insurance 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 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.
The steps we take to handle Finance and Insurance related complaints
It is never our intention to cause inconvenience to you as we are committed to providing products and service of the highest standard, our aim is to delight our customers.
If for any reason you are not entirely satisfied regarding your Finance or Insurance transaction please let us know straight away. Our dedicated team will investigate your concerns.
First, let us know what has happened. You can call us, mail us or write to us, our contact details are below. We will allocate your own complaint handler for the duration of your complaint.
· Customer Service Manager, MBNI Truck & Van, 47 Mallusk Road, Newtownabbey, BT36 4PJ
· info@m-btruckandvan.co.uk
· 028 9034 2411
We need to know:
· Your name and address
· Your agreement number or policy number as appropriate
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Details of how we can contact you
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A clear description of your complaint
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Details of what you would like us to do to resolve your complaint
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If appropriate, copies of any relevant supporting documentation
What happens next?
We will acknowledge your concerns within 2 working days to let you know we are looking into your complaint and clarify any points where necessary. We will take into account all of the available evidence, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service.
Within 4 weeks of receiving your complaint
We hope to have completed our investigation and to have provided you with our final response in writing. In some instances we may need more time to response, and if so we will write to you with an update.
Within 8 weeks of receiving your complaint
In most cases we will have written to you with our final response before the end of the eight week timeframe. If for any reason we need more time, we will contact you to explain why and to let you know when you should expect our decision.
Our Final Response letter
This letter will detail what we have found, what we plan to do and how we came to our decision.
Should you remain unhappy with how we dealt with your complaint or our final decision regarding your finance or insurance complaint and you wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This service is independent, impartial and will not charge you to review your concerns.
The Financial Ombudsman Service will not review your complaint until we have issued our final response letter and you will need to consult them within 6 months of the date of our final response.
Contact details for the Financial Ombudsman Service are below:
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Tel: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Commission related complaints
If you wish to raise a complaint in relation to any commission arrangement associated with your purchase, this should be submitted to the lender who provided your finance agreement as only your lender can respond to this. Most lenders have set up dedicated webpages and online enquiry forms to allow you to do this.
Your lender will inform you of any next steps if you submit a complaint to them, however please be aware that it is unlikely that your lender will be in a position to issue a ‘final response’ letter until after 4th December 2025. This is because the FCA have implemented a ‘pause’ to the usual 8 week deadline firms have to respond, to allow the outcome of the FCA review into commission arrangements to be known, along with the outcome of a related recent court of appeal hearing that has now been appealed by the lenders involved to the Supreme Court.
You can find more information explaining the reasons for this FCA review and the complaints handling ‘pause’ on the FCA website here: https://www.fca.org.uk/consumers/car-finance-complaints
Van: MBFS
You can contact MBFS by using the online form link below. Online form
Alternatively, you can reach MBFS by the following:
Mercedes-Benz Financial Services UK Ltd Tongwell, Milton Keynes MK15 8BA
Or call us on: 0370 847 0700
Truck - DTFS
Daimler Truck Financial Services UK Ltd Tongwell Milton Keynes MK15 8BA
Email DTFS at customerservice-DTFSUK@daimlertruck.com
Call DTFS on 08000 389 991