Insurance Products:

The dealership ("we") can only introduce you to the insurance products listed below. They are each provided by a single provider. We do not undertake a 'whole of market' analysis of these products and we will introduce you to these products on a non-advised sale basis. This means, we are not acting on your behalf and we are not providing you with any advice, recommendations or undivided loyalty. The insurance products available are:-

- Manufacturer Extended Warranty *

- Short Term/Annual Motor Insurance*

*Not all of the manufacturer partners we work with provide the above insurances. Should you require further details, including insurance provider details (where applicable), this is available upon request.

Where a Manufacturer Extended Warranty is 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 a commission from the Insurer which is a percentage of the total premium paid with the exception of Porsche Cars, where we do not receive a commission.

Short term motor insurance (e.g. "Free Drive Away Motor Insurance" - we will provide details for you to contact the provider only. You should discuss your needs and eligibility for this product directly with them. We do not receive any commission. 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).

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.

With the exception of Mercedes-Benz, Volvo and smart New Cars (see below), 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.

New Cars: Mercedes-Benz Cars

For New Cars, we can only introduce you to Mercedes-Benz Financial Services (MBFS) as they are the sole finance provider chosen by Mercedes-Benz Cars (MBC). In the event MBFS choose not to provide credit, we (the dealership) are not able to introduce you to another lender (this is the policy set by MBC). In this event, please discuss your vehicle purchasing options with a member of the sales team within the dealership or directly with MBFS (the lender).

New Cars: Volvo

For New Cars, we can only introduce you to Volvo Cars Financial Services UK (VCFSUK) as they are the sole finance provider chosen by Volvo new cars. We do not receive a commission from VCFSUK. In the event VCFSUK choose not to provide credit for your new car purchase, we (the dealership) are not able to introduce you to another lender. In this event, please discuss your vehicle purchasing options with a member of the sales team within the dealership or directly with VCFSUK (the lender).

New Cars: smart

For New Cars, we can only introduce you to Santander Consumer (UK) as they are the sole finance provider chosen by smart UK Automotive Ltd. In the event Santander Consumer (UK) choose not to provide credit, we (the dealership) are not able to introduce you to another lender (this is the policy set by smart UK Automotive Ltd). In this event, please discuss your vehicle purchasing options with a member of the sales team within the dealership or directly with Santander Consumer Ltd (the lender).

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 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, you can contact us via the following methods:

By email: sytnerfinance@sytner.co.uk

By phone: 0116 282 1000

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

For Finance commission related queries, please submit via the "Make an Enquiry" via: https://www.sytner.co.uk/customer-service

If for any reason you are not entirely satisfied regarding your finance agreement related to your 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 finance agreement 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 commission, under the revised rules issued by the Financial Conduct Authority (FCA) on the 19th December 2024, the usual 8 week response time has been paused until 04th December 2025, meaning we will provide you with our final response by no later than 29th January 2026. Further information can be found about our regulated complaint process here: www.sytner.co.uk/customer-service/financial-services-complaints-procedure. You can also find out more information about car finance commission complaints on the FCA website 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.