Just need a helping hand?
If you don’t want to make a complaint, but still need some help, you might find the answer you need in our contact us page. If you need something urgently, please contact us.
Contact Us: Phone or submit an online inquiry about premium vehicle funding
Give us feedback
If you simply want to provide feedback and don’t want to raise a complaint, our feedback form lets you do that.
We don’t respond directly to feedback given on this form. However, all feedback gets reviewed regularly so we can find ways to improve the service we provide.
Feedback form
Make a complaint on behalf of someone else
If you’re making a complaint or raising a dispute on behalf of someone else (if you’re from a claims management company, or making a complaint on behalf of a family member for example), please use our dedicated third-party complaint form.
Make a complaint
If you're unhappy with a vehicle we financed
We work with different dealers and brokers to provide motor finance to customers.
If JBR Capital finance was arranged through a broker and/or dealer, and you’re unhappy with the vehicle or services you have received during the purchase, you can raise a dispute through us, using our complaint form.
What you need to know before raising a dispute
When can you raise a dispute?
You may be able to raise a dispute if:
- The vehicle we financed for you isn’t as described or as expected
- The vehicle has developed a fault
Before you raise a dispute with us, you may wish to give the broker or dealer the chance to put things right first. They’re likely to be quicker in addressing your issues. You’ll find their details on the documents provided to you upon point of purchase.
If you’ve already done this (or the broker or dealer has ceased trading), you can raise a dispute through us.
How to raise a dispute
Fill in the form linked below. Along with your personal details, you will need to include:
- Your agreement number or vehicle registration
- Vehicle information (including mileage and any previous repairs)
- Details about the issues you’re facing with your vehicle
- When the fault occurred
Depending on the claim, we may ask for other documents. We’ll contact you if we need anything else.
Raise a dispute
What will happen next?
Once we have received your form we will investigate this and be in touch to acknowledge receipt of your dispute and outline the next steps.
Making a complaint
If you are unhappy with our service, please let us know.
A leaflet is available which provides details of our customer complaints procedure. We’ll send this to you if you ask us, or if you make a complaint.
We value your opinion and take all complaints very seriously. If something has gone wrong we will do whatever we can to put it right. If you’d like to make a complaint, you can contact us (Contact Us: Phone or submit an online inquiry about premium vehicle funding), or you can make a complaint by emailing CustomerResolution@shawbrook.co.uk.
JBR Capital is powered by Shawbrook Bank.
If you’d prefer to send your complaint to us by post, you can write to us at the following address:
Complaints team
Shawbrook Bank Limited
Lutea House
Warley Hill Business Park
The Drive, Great Warley
Brentwood
Essex
CM13 3BE
Regulated motor finance commission complaints
On 11th January 2024, the Financial Conduct Authority (FCA) announced it was reviewing historic motor finance agreements where there was a Discretionary Commission Arrangement (DCA) between the lender and the broker.
On 19th December 2024 the FCA announced that it was expanding the scope of this review to consider all types of motor finance agreements where there was a commission arrangement between the lender and the broker.
On 7th October 2025 the FCA opened a consultation on an industry-wide compensation scheme for motor finance customers. If they decide to introduce a redress scheme, we expect them publish their policy statement and final rules in early 2026.
Complaints about leasing arrangements
The pause on the resolution of leThe pause on the resolution of leasing complaints about commission arrangements has been lifted and from 5 December 2025, firms must start sending final responses as these agreements are excluded from any potential consumer redress scheme.
If your complaint relates to leasing arrangements you can expect a response by 29 January 2026. asing complaints about commission arrangements has been lifted and from 5 December 2025, firms must start sending final responses as these agreements are excluded from any potential consumer redress scheme.
If your complaint relates to leasing arrangements you can expect a response by 29 January 2026.
Extension of the time we have to respond to your complaint
The FCA has also amended their complaint handling rules to extend the time we have to respond to some complaints about commission on regulated motor finance agreements. This applies to complaints about regulated motor finance agreements where there was a commission arrangement between us and our brokers.
Under FCA rules, we now have until 31 May 2026 to provide our final response to your motor finance commission complaint. The FCA has also stated that if they go ahead with a compensation scheme, they will look to align with any deadline dates in the scheme. But they will not bring forward the 31 May 2026 deadline.
If you have a letter from us advising that we had until 4 December 2025 to provide a response, you will receive a further update shortly to advise of the new deadline.
Please continue to send us any information you think will be relevant to our investigation of your complaint during this period, as this will allow us to deal with your claim as quickly as possible.
The following complaints are not in scope of the extension and will be handled under the usual FCA complaint-handling rules (which normally require a final response within 8 weeks):
- Complaints regarding motor finance agreements not relating to commission
- Complaints regarding commission paid on any other finance agreement not related to motor finance
- Complaints regarding unregulated motor finance agreements
- Complaints regarding motor finance leasing agreements (for example, Personal Contract Hire), which are now excluded from the FCA extension
Extension of FOS referral rights
Due to these new deadlines, you will have more time to refer in-scope complaints to the Financial Ombudsman Service (FOS). If we send you a final response to a motor finance commission complaint between 21 June 2024 and 29 January 2026, you will have until the later of 29 July 2026 or 15 months from the date of our final response letter to refer your complaint to FOS. For final responses we send on or after 30 January 2026, the usual time limit of 6 months from the date of our final response letter will generally apply.
Request information on your motor finance agreement
If you believe that you are impacted by the commission on your motor finance agreement, please complete the motor finance commission query form. We aim to get back to you within 10 working days.
Using a third party to make your complaint
We treat any complaints raised by a claims management company as if you’d raised it yourself. However, they may charge you a fee for their services.
If you’re a customer, you can make a complaint easily, and for free, by emailing CustomerResolution@shawbrook.co.uk.
Need some more help?
You may have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.
Further information can be found at:
www.financial-ombudsman.org.uk/consumer/complaints.htm
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free Phone Number: 0800 023 4567
Low Cost Number: 0300 123 9123
Email: complaint.info@financial–ombudsman.org.uk