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Customer Complaints

FNBG is passionate about providing a professional service and at all times ensure we are acting in the best interests of our customers.

If you think we have not met your expectations, we want to know so that we can investigate the matter as a priority and make any necessary changes to the way we work and support our customers, quickly.

We ask every customer for feedback on every vehicle ordered through FNBG but if you have any areas of concern or complaint or feel we have let you down in some way, please contact us.

We are committed to treating any concerns or complaints you raise with us seriously and we endeavor to resolve these promptly and fairly.

No financial burden for your business

From your perspective as an employer the individual purchaser is underwritten in their own right, and any purchases under the scheme aren’t subject to BIK. If the purchaser defaults on payment then the funder looks to the employee not the employer. If the employee leaves the business during the term of the agreement they keep running the vehicle to the end of the agreement period, but can’t replace it through your scheme at the end of term.

Making us aware of your concerns

If you have a concern or complaint, please contact your personal account manager in the first instance or call FNBG on 01733 213670

Alternatively, you can write to us at: FNBG, Media House, Peterborough Business Park, Lynch Wood, Peterborough, PE2 6EA

Please provide full details of your concern, together with any supporting documentation and contact details (including daytime telephone number). This will help us to deal with your query promptly.

For more complex cases, it may take us a little longer to investigate the matter. In such cases we will keep you informed of progress.

How we respond

  • We will acknowledge your concern or complaint within 24-hours of receipt (excluding weekends)
  • We will investigate and keep you fully informed of progress
  • Typically, we aim to respond to you within 10 working days

We will write to acknowledge receipt of your concern and advise you of the name of the person assigned to handle the matter.