To help us to deal with your complaint quickly and efficiently, please contact us with:
We have a documented complaints process that you can use to make us aware of any problems you have had with the service that we provide. We will do our best to answer your complaint quickly and fairly. Our complaints process meets the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
We will do everything we can to resolve your complaint as soon as we can. For more complex issues we may need more time to investigate your concerns. If this is the case, we will:
Personal Savings customers
Complaints Officer, Aldermore
Freepost RSAZ-AXXH-LHAX
PO Box 762
Wallsend NE28 5DH
Phone: 0345 604 2678
Email: service@aldermoresavings.co.uk
Business Savings customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Corporate Deposits customers
Aldermore Corporate Treasury
The Broadgate Tower
20 Primrose Street
London
EC2A 2EW
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Asset Finance customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Invoice Finance customers
The Complaints Officer
Aldermore Bank plc
Apex Plaza
Forbury Road
Reading
RG1 1AX
Phone: 0118 2075045
Email: complaints@aldermore.co.uk
Once our final response is made.
If you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS).
We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.
Due to the nature of some of the services we provide, some our customers will be ineligible to refer their complaint to the FOS. If this is the case, when we write to you to provide you with our final decision we will provide you with details of the appropriate Alternative Dispute Resolution body who will be able to consider your complaint. For Asset Finance customers the Alternative Dispute Resolution body will be the Finance and Leasing Association and for Invoice Finance customers this will be UK Finance.
To contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
The Financial Conduct Authority (FCA) has been reviewing the historical payment of motor commission by motor finance companies to vehicle dealers and has now announced details of a consumer redress scheme.
We are currently assessing requirements of the scheme.
Existing Complaints
If you are looking for an update on a complaint you’ve already made, please don’t worry — your complaint is still open with us. Responses remain paused. We’ll contact you as directed by the regulator to let you know how your agreement is affected. You don’t need to do anything right now.
You can still make a complaint about the commission arrangement affecting your agreement with us. It doesn’t cost anything. Please email us at aldermorecommissioncomplaints@aldermore.co.uk providing the following information.
If you have had more than one agreement with us please send a separate complaint for each agreement you wish to complain about. You do not need to enquire what type of commission arrangement was in place before you make your complaint. We will check this for you.
If you had an agreement with us between April 2007 and November 2024 your agreement might be affected by the consumer redress scheme.
This will depend on whether there was a commission arrangement which incentivised the dealer, the amount of commission that might have been paid and whether the arrangement affected who the dealer could work with when arranging finance.
In January 2024, the FCA announced a pause on the rules for managing complaints about discretionary commission arrangements. This was extended in September 2024, and again in December 2025, allowing firms until after 31st May 2026 to respond to these complaints.
In December 2024, the FCA further extended the pause to include complaints involving non-discretionary commission arrangements.
A DCA complaint is a complaint that relates to a regulated credit agreement, entered into before 28th January 2021, which financed the purchase of a motor vehicle and that provided for payment of a commission linked to the interest rate which the lender allows the dealer or broker to select.
A Non-DCA Complaint relates to a regulated credit which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a relevant DCA complaint.
In December 2025 the FCA excluded complaints where the vehicle is leased.
Further information is available at:
www.fca.org.uk/consumers/car-finance-complaints (opens in new window)
If the FCA make any more changes that affect your complaint, we will include these on this website.