smart Finance Complaints Procedure

Additional contact

We’re dedicated to providing you with outstanding service throughout your journey with smart. So, if we’ve failed to meet our own high standards, please don’t hesitate to let us know by following these steps.

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1. Get in touch

Start off by getting in touch with the details of your complaint. You can either write to us at:
 

Mercedes-Benz Financial Services UK Ltd
Tongwell, Milton Keynes MK15 8BA

Email us at:
customerservices-mbfs@daimler.com

Or call us on:
0370 847 0700

We’ll acknowledge your complaint within 5 working days of receipt.

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2. Keeping you informed

We'll work hard to resolve your complaint within 21 days of receiving it.

If this isn't possible, we will contact you once a week, every week until a resolution is found. 

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3. Working to a resolution

If we're unable to resolve your complaint within 8 weeks, we'll write to you to remid you of your right to refer your complaint to the Financial Ombudsman Service.

Meanwhile, we'll continue to work towards a successful resolution as quickly as possible. 

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4. Your rights

If you're unhappy with our handling of your complaint, you may have the right to seek help from the Financial Ombudsman - a free service which was set up by Parliament to resolve disputes between financial businesses and customers. Unless you can prove exceptional circumstance, you must notify the Financial Ombudsman of your complaint within six months of the date printer on our Final Statement.

You can contact the Ombudsman at: Exchange Tower, Harbour Exchange Square, London E14 9SR

0800 023 4567
 or 0300 123 9123

www.financial-ombudsman.org.uk

If you need any further assistance, or you would like to discuss your complaint with us, please feel free to contact us on 0370 847 0700.