Raising a complaint

Please note: We are only able to support customers who have a contract with Honda Contract Hire. For other issues please contact the manufacturer direct, or your Honda dealer.

We’re committed to providing products and services of the very highest standards and customer satisfaction is incredibly important to us.

If we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you. So that we can investigate your complaint, we’ll need the following information:

Once we’ve received your complaint, we’ll investigate it objectively and fairly.

We will provide you with regular updates and let you know when you can expect a proposed solution. Once we have let you know the outcome of your complaint, we’ll use your experience to help us continuously improve the service we provide.

Following the FCA statement issued on 3 December 2025, it was confirmed that consumer hire agreements (leasing agreements or PCH) fall outside of the FCA Redress Scheme. The FCA will lift the pause on consumer hire related commission complaints that are outside of the FCA Redress Scheme. This means that from 5 December 2025 we will start investigating and sending final responses to complaints already made in relation to consumer hire agreements.

We aim to issue an outcome to complaints within 8 weeks from 5 December 2025. You might have more time to refer complaints to the Financial Ombudsman (FOS) depending on when a final response is issued to you. Your FOS referral timeframe will be confirmed to you in the final response letter that we send.

You can read more about this on the FCA website Car finance complaints | FCA

If we are unable to provide you with a final response within 8 weeks of raising the complaint, or if you are dissatisfied with our final response, you may be able to ask the Financial Ombudsman Service (FOS) to complete an independent review.

If you are eligible to raise a complaint with the FOS we will provide further information in our final response letter to you, or if we have not resolved your complaint within 8 weeks. Please note that The FOS can only consider your complaint after you've tried to resolve it with us.

You can contact the FOS in the following ways: