Complaints
If you're not entirely satisfied with our products or service and you find it necessary to complain, our simple process below will help you to understand the steps to take. We will do everything possible to resolve any issues you have in a fair and timely manner.
Complaints process
If you have a complaint, please contact us on:
Tel: 0345 128 8908
Email: hfe.customerservice@honda-eu.com
Post:
Honda Financial Services Plc
Cain Road
Bracknell
RG12 1HL
How we will manage your complaint
Our complaints procedure can be found here for further information and timelines. We will always try to resolve your complaint within the 8 week regulatory timeframe. In the event you do not receive a response within the regulatory timelines, or you remain dissatisfied with the outcome of your complaint, we will provide you with details of your right to escalate your complaint for independent adjudication through the Financial Ombudsman Service.
Escalating to the Finacial Services regulator
Once we've had a chance to investigate your complaint, if you remain disatisfied, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service can be contacted at Exchange Tower, London, E14 9SR or by telephone at 08000 234 567 or at www.financial-ombudsman.org.uk.
How to Complain About Our Use of Your Data
If you have any concerns or wish to make a complaint about how we collect, store, or use your personal data, you have a right to lodge a complaint directly with us. You do not need to use legal language to do so; simply let us know what went wrong.
You can submit your data protection complaint via any of the following channels:
- Email: hfe.customerservice@honda-eu.com
- Post: Honda Finance Europe Plc, Cain Road, Bracknell, Berkshire, England, RG12 1HL
- Phone: 0345 128 8908
What Happens Next:
- Acknowledgement: We will acknowledge receipt of your data protection complaint within 30 calendar days of receiving it.
- Investigation: We will investigate your concerns thoroughly and without undue delay. We will keep you updated on our progress if the investigation is complex.
- Outcome: Once completed, we will provide you with a meaningful response explaining our findings, the conclusion reached, and our reasoning.
Escalating to the Data Protection Regulator:
While you retain the right to contact the UK's independent data protection regulator at any time, the statutory framework expects that you raise your concerns with us first so we can investigate and try to resolve the matter for you.
If you remain dissatisfied after receiving our final outcome, you can escalate your complaint to the Information Commissioner’s Office (ICO):
- Website: https://ico.org.uk
- Helpline: 0303 123 1113
The Motor Ombudsman
The Motor Ombudsman Service:
The Motor Ombudsman (TMO) is the automotive sector’s consumer dispute resolution body. It provides a self-regulatory framework for the industry, accredited by the Chartered Trading Standards Institute (CTSI), and offers free, independent advice to customers. Honda (UK) subscribes to The Motor Ombudsman as an additional service to support our customers and to help ensure we deliver consistent levels of customer service. You can find out more about TMO or contact them using the following details.
Post
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Complaints publication report
Firm name: Honda Financial Services
Period covered in this report: 01/10/2025 to 31/03/2026
Related FAQs
How long will it take to receive a response to a complaint?
On receipt of your complaint, we will do our best to resolve the matter as quick as possible. If we can resolve your complaint within 3 business days, we will send you a Summary Resolution Letter to confirm that your complaint has been resolved. If we are unable to resolve the complaint quickly, we will write to you within 5 business days to confirm receipt of your complaint. If your complaint is still under investigation after 4 weeks we will provide you with an update in writing. The Financial Conduct Authority (FCA) stipulate all complaints must be responded to within 8 weeks. By week 8 you can expect to receive a final response letter which will outline our investigation, subsequent findings and appropriate resolution. In the rare instance where the timescales are likely to go beyond 8 weeks, we will provide a written explanation with an expected end date. However, at this stage you will also be able to refer your complaint to the Financial Ombudsman Service.
What happens if I’m unhappy with the outcome of my complaint?
If you are dissatisfied with our response or the handling of your complaint, you have the right to refer it to the Financial Ombudsman Service (FOS). Details of how to refer to FOS will be included in all summary resolution and final response letters. The FOS provides a dispute resolution service for eligible complainants. Any referrals must be made within 6 months of our final response letter to you. They can be contacted by one of the following methods: • Financial Ombudsman Service Exchange Tower London E14 9SR • 0800 023 4567 or 0300 123 9123 • Complaint.info@financial-ombudsman.org.uk • www.financial-ombudsman.org.uk/make-complaint We will cooperate with any alternative dispute resolution service if a complaint is referred to them.
Can I contact Honda Financial Services by phone?
If you wish to raise a complaint, you can contact us using the below methods:
• Call us on 0345 128 8908
• Email us at hfe.customerservice@honda-eu.com
• Write to us at Honda Financial Services Plc Cain Road Bracknell RG12 1HL
What information should I include in my enquiry?
When contacting us, please quote your full name and agreement number.