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Complaints process

We aim to provide you as the customer with the highest standards of service. However, there may be occasions when we do not get it right, or fail to meet your expectations. If this happens we encourage you to contact us so that we can put matters right.

You can make your complaint by contacting our Customer Resolutions Team by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by logging onto your V12 Self-Service account and sending us a secure message.

You can also make your complaint in writing to us at the address below.

V12 Retail Finance
25-26 Neptune Court
Vanguard Way
Cardiff
CF24 5PJ

If you need to speak with someone via telephone, please call our Customer Services team on 029 2046 8900. 

We aim to resolve your complaint by the end of the third business day following receipt of your complaint. If we resolve it during this time, we will send you a Summary Resolution Communication (SRC) in the post to confirm your complaint was dealt with to your satisfaction. Should we be unable to resolve your complaint within three business days of it being brought to our attention, we will write to you to acknowledge your concerns by the end of five business days. We will confirm that we will carry out a full investigation and provide you with contact details for the Customer Resolutions Team. We will provide you with an update on the progress of our investigation by four weeks if we have been unable to complete our investigation by then.

Should we resolve your complaint by eight weeks, we will write to you again with a final response letter detailing our findings. If we are unable to provide a final response at this time, we will send a letter detailing why there has been a delay and confirm when we expect to send you a final response.

In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.

Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk.

View customer complaints data for firms associated with V12 Retail Finance Limited.

Trustpilot

V12 Retail Finance Limited. Registered in England and Wales 4585692. Authorised and regulated by the Financial Conduct Authority.
Registration number: 679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ.

V12 Retail Finance Limited act as a credit broker and not a lender and introduces you to Secure Trust Bank Plc, its parent company.
If your application is successful, V12 Retail Finance Limited will receive a commission, the amount will vary depending on the product chosen and the amount of credit taken out.

Secure Trust Bank PLC. Registered in England and Wales 541132. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Registration number: 204550. Registered Office for both: Yorke House, Arleston Way, Solihull, B90 4LH.

V12 Retail Finance is a trading name of Secure Trust Bank PLC. All communications with us will be monitored/recorded to improve the quality of our service and for your protection and security.