Terms of Business –Credit Broking

As part of our commitment to treating you fairly, both now and in the future, this document explains our service and how we can support you with your finance needs. Please read it carefully and ensure you retain a copy for your records.

WHO WE ARE: Lookers Personal Leasing is a trading style of The Lookers Group

When we say “we,” “our,” and “Lookers,” we mean those companies that are members of the Lookers Group of companies, of which Lookers Limited (registered in England and Wales with Company No.111876) is the parent. Our main trading company Lookers Motor Group Limited (LMGL) (Registered in England and Wales with Company No.143470) is a subsidiary of Lookers Limited. LMGL is authorised and regulated by the Financial Conduct Authority (FCA), the independent watchdog that regulates financial services, and is registered with the FCA under Firm Registration Number (FRN) 309424. The companies named below are also subsidiaries of Lookers Limited and are Appointed Representatives (ARs) of LMGL. All Lookers Group companies registered in England and Wales have their registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU.

We are permitted to introduce you to a limited number of finance providers to assist with any finance arrangements you may need to make. You can verify this information by checking the FCA Register at fca.org.uk/register or by contacting the FCA on 0800 111 6768.

Our appointed representatives

Our service

We will not give you any advice or recommendations about the finance options we can offer.

We will ask you questions to narrow down the selection of suitable finance product options. We will provide details about them to make sure you have enough information to choose how you wish to proceed.

About our credit broking terms

·       We are a credit broker, not a lender and have the permission to carry out the regulated activity of credit broking which includes effecting introductions between you and lenders or other credit brokers.

·       This means that we can introduce you to a limited number of lenders and their finance products – which may have different interest rates and charges – to assist with your finance needs.

·       Our panel includes many vehicle manufacturer lenders.

·       All finance is subject to status and income.

·       We can also provide you with the details of any credit reference agency consulted by the finance provider.

Commission

·       We do not charge you a fee for our services, but we will receive a commission from your finance lender for introducing you to them as a fixed fee

·       The lenders we work with pay commissions at different rates and promotional rates may also apply from time to time.

·       This commission is payable to us by the lender (not you) but part of the interest charged to you under your credit agreement with the lender, will pay them for their costs, including the commission they pay to us.

·       If you do choose finance, we will advise you of the amount of commission before an application for finance is submitted.

·       If you were referred to us by another firm, we may pass on some or all of the commission paid to us by the lender to that firm which they will confirm to you separately.

Finance applications

We will refer your application to a lender from our panel. If your application is not successful with that lender, we may, with your consent, provide you with a re-quote based on another lender’s terms. By introducing you to sources of credit, we act as a credit broker.

We also hold the permissions of debt adjusting and debt counselling for the regulated activity of settling finance agreements on an existing car in part exchange circumstances and organising a new finance agreement to replace it.

Finance agreement review

Where we have arranged finance for you, we may contact you before the end of your finance agreement to discuss the return of your vehicle and/or end-of-term options available to you.

General information

Feedback and Complaints

At Lookers we endeavour to continually develop and improve the service we provide to our customers. If you have feedback regarding your experience that you would like to share with us, whether that be recognising a member of our team or an idea to help us improve our customer service, contact us today on one of the below methods:

l Email us: customerfeedback@lookers.co.uk

l Write to us: Customer Service & Complaints Resolution Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU.

If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone. You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:

l Vehicle & Aftersales Complaints        l Finance Complaints         l Data Complaints

We value all customers and aim, at all times to provide a first-class service, including in complaints handling. Whilst we aim to achieve a high level of service, if you have any complaints about your finance or insurance, please contact us directly using the following methods:

l Call us: 0191 298 1425                                                 l Email Us: FandIComplaints@lookers.co.uk

l Write to Us: Customer Service & Complaints Resolution Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU.

All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation. We will always strive to investigate and resolve your complaint promptly and fairly. However, if you are not satisfied with how we respond to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. You must do so within 6 months of our final response to you.

The Financial Ombudsman Service is a free, independent service available to customers who have a complaint about a financial product or service. The address, website and contact details of the Financial Ombudsman Service are as follows:

l Website: financial-ombudsman.org.uk               l Email: complaint.info@financial-ombudsman.org.uk                     l Telephone: 0800 023 4567 or 0300 123 9123

l Address: The Financial Ombudsman Service, Exchange Tower, London E149SR

For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: Financial Ombudsman Service Leaflet - Web Version

Alternatively, if you complaint is in respect of a fleet or lease agreement you may refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and offers a free Conciliation Service. The Conciliation Service will investigate potential breaches of the Code of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations and as members, we must comply with their rulings. Further details may be found at: bvrla.co.uk/consumer-advice/making-a-complaint-adr.html You may contact the BVRLA by:

l Email: complaint@bvrla.co.uk

l Writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP7 0DD

Interpretation

For customers resident in England or Wales (or any other country except Scotland or Northern Ireland), these Terms of Business are governed by English law and are subject to the jurisdiction of the courts of England. For customers resident in Northern Ireland the laws of Northern Ireland shall apply, and the courts of Northern Ireland shall have jurisdiction, and for customers resident in Scotland the laws of Scotland shall apply, and the courts of Scotland shall have jurisdiction, but this shall not prevent a customer or Lookers commencing proceedings in any other jurisdiction in which one or both of them are located or have assets.

Your information

We are committed to respecting your privacy and applying the highest standards of data protection, we will only use your information where it is necessary and in accordance with UK and EU data protection legislation. For more information about how Lookers processes personal information, and your data protection rights please see our Privacy Notice published at lookers.co.uk/privacy-notice