About Our Finance & Insurance Services

Our Firm's Regulated Status:

The following companies are authorised and regulated by the Financial Conduct Authority (FCA) with a Limited Permission for credit broking. These companies are registered on the Financial Services Register under the Firm Registration Numbers (FRN) stated below.

The above companies are also Appointed Representatives of Sytner Group Limited, which is authorised and regulated by the FCA for Insurance Distribution activities under FRN 310540, with the exception of Rybrook Cars Limited and Rybrook Limited who are Appointed Representatives of South Quays Limited under FRN 528881.

You can check the above information on the FCA Register by visiting the FCA’s website at https://register.fca.org.uk or by contacting the FCA contact centre on 0800 1116768 (freephone) or 0300 500 8082.

The Financial Conduct Authority is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. Should you require further support to assist you in understanding our products and services please let us know. All finance and insurance products are optional.

Insurance Products:

We offer the following insurance products from sole providers. We do not provide a whole of the market analysis for any of these products. We operate on a non-advised sale basis, therefore, no advice or recommendation will be provided on the insurance products listed below. The insurance products available are:-

- Manufacturer Extended Warranty - *See Note

- Short Term/Annual Motor Insurance - *See Note

*Not all of the manufacturer partners we work with provide these insurances. Details of insurance providers are available upon request.

With regards to Manufacturer Extended Warranty (where available), we will complete an insurance suitability assessment on the basis of information provided by you (the customer). This is referred to as the statement of demands and needs and is designed to help you make an informed decision about the insurance. We will receive commission from the Insurer which is a percentage of the total premium paid.

With regards to short term motor insurance (and where applicable), we are an introducer only. This means we can only introduce you to the provider and you should discuss your needs and eligibility directly with them. We will receive commission for this initial introduction. In the event you purchase an annual policy direct from the Insurer, they may pay us a commission (either a flat fee or a percentage of the annual insurance premium) as a result of the initial introduction.

Finance Products

We are a credit broker and not a lender. We are not an independent financial advisor and we act in our own interests in respect of arranging finance. We do not act on your behalf. In legal terms, this means we provide neither disinterested advice nor undivided loyalty. We are not your agent nor your fiduciary.

We do not source the whole market and can only provide you with limited options when introducing you to the lenders we work with (details can be provided upon request). No advice or recommendations will be made and you must decide whether the finance product you choose is right for you.

We operate with two lenders, a preferred lender and a secondary lender, both of whom we have a pre-existing relationship with. Once we determine that our preferred lender can provide suitable products to assist you with your vehicle purchase, we will introduce you to that lender. If that lender refuses to grant credit, then we can propose it to our second provider. In the event both lenders choose not to provide credit, we will refer you to a broker with whom we have a pre-existing relationship with to attempt to source credit for you. Note however, the available terms from this broker may well be inferior to the two lenders we initially introduced you to.

Fees and Commission Arrangements (finance products)

We do not charge you a fee for an introduction to the lender but we will receive a commission from the lenders we work with (either a fixed fee or a fixed percentage of the amount you borrow). The lenders we work with pay commission at different rates. Some lenders may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing.

We will provide you with details of any commission before you enter into the agreement and ask you to consent to its payment. If you are not happy with the commission amount or structure you can choose not to consent and not to proceed with the transaction. The commission paid to us is included within the cost of your finance. These arrangements are negotiated with the lender in advance and we are unable to alter the interest rate (or any other item in included in the total charge for credit).

Credit Searches

By providing us with your credit details, you will be giving us authority to submit a credit application on your behalf to our credit providers, who will record a search on your credit file. We will only pass your details onto a subsequent credit provider if the initial application to the first credit provider is not successful. In this event, we will use a maximum of four credit providers and therefore, no more than four credit searches will be registered.

Contact Details / Complaints

If you wish to contact us or register a complaint, please contact us:

In writing: Customer Service Manager, Sytner Group Limited, 2 Penman Way, Leicester, LE19 1ST.

By email: sytnerfinance@sytner.co.uk

(Please use for non Finance commission related complaints / queries only)

By webform: https://www.sytner.co.uk/customer-service

(For all Finance commission related matters, please use the form on our website)

By phone: 0116 282 1000

If for any reason you are not entirely satisfied regarding your finance transaction, please let us know straight away. Our dedicated team will investigate your concerns. Please be aware that due to the complexity of these complaints they can take longer to investigate and resolve than other complaints.

We will endeavour to resolve your credit related complaint as quickly as possible, if however you are not satisfied with our Final Response, or it has been more than eight weeks since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details about how to contact the Financial Ombudsman Service can be found here www.financial-ombudsman.org.uk or by telephoning 0845 080 1800.

Where your complaint relates to motor finance discretionary commission arrangements (DCA), under the revised rules issued on the 24th September 2024, we will provide you with our final response by the 29th January 2026. Further information can be found within our regulated complaint process www.sytner.co.uk/customer-service/financial-services-complaints-procedure. You can find out more information on the pause here: https://www.fca.org.uk/carfinance

Financial Services Compensation Scheme (FSCS) - Insurance Products

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations.

This depends on the type of business and the circumstances of the claim. General Insurance advising and arranging is covered for 90% of the claim with no upper limit. Compulsory forms of insurance (e.g. Motor Insurance) are covered for 100% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Please note - finance products are not covered by this scheme.