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Thank you for visiting our complaints page, we always prioritise our customers and if you feel like your experience hasn't lived up to your expectations please get in touch.
For us to process your complaint please pick an option from below.
To make a complaint about any non-finance or non-insurance product or service we have provided, including complaints about servicing, repairs or the vehicle we have supplied, and sets out our complaints handling procedure.
For Finance and Insurance-related complaints, please see our “Financial Services Complaints”
To make a complaint about any finance or insurance product or service we have provided, and sets out our complaints handling procedure for these regulated products.
For Service, Repair and Vehicle-related complaints, please see “Non-Financial Services Complaints”
Steven Eagell Limited is authorised and regulated by the Financial Conduct Authority (FCA Reference Number 671531)as a credit broker. We are not a lender or an independent financial advisor. In the first instance, we will introduce you to Toyota Financial Services and provide you with information regarding the finance products available to enable you to decide whether a particular finance product from Toyota Financial Services is right for you based on the information provided. In the event that Toyota Financial Services is not able to provide credit, we will refer you to another trusted credit broker already known to us. This credit broker will attempt to source credit for you through an alternative panel of lenders.
You are not required to use Toyota Financial Services or any other lender introduced by our trusted broker We do not charge you a fee for an introduction to Toyota Financial Services or to our trusted broker but we will receive a commission if you use their services, this is normally a fixed fee or a fixed percentage of the amount you borrow. The level of commission will vary dependant on the product and the lender that you use. We will inform you of the amount of commission that we will earn in good time before the finance agreement is entered into and ask you to consent to its payment. You do not have to take our finance. You can arrange funding of your vehicle elsewhere and in some cases it may be cheaper.
Steven Eagell Limited is also an appointed representative of Ingeni Services Group Limited, Unit 11, Atlas Works, Foundry Lane, Earls Colne, Colchester, CO6 2TE, which is authorised and regulated by the Financial Conduct Authority. Ingeni Services Limited's (FCA Reference Number 747381) Ingeni Services Group Limited business is to act as an agent on behalf of the insurer for insurance distribution activities only. We do not charge you a fee for our services as an insurance intermediary. We will earn a commission from the insurance provider for introducing you to them. The nature or level of commission we receive will not alter our advice to you and will depend on the product that you purchase.
For full details of our FCA Commission Status Disclosure please click here