Initial Disclosure Document

Who are we?

MotorTrust Lancaster
MotorTrust Lancaster
Mellishaw Lane
Lancaster
Lancashire
LA3 3FB

Tel: 01524 969194
Email: [email protected]
Website: https://www.motortrustuk-lancaster.co.uk

Who regulates us?

The Financial Conduct Authority (FCA) is the independent watchdog that regulates financial services.

MotorTrust Lancaster is authorised and regulated by the Financial Conduct Authority, for credit brokerage. FCA number: 954552. We are a credit broker and not a lender.

You can check this information at https://www.fca.org.uk.

Use this information to decide if our services are right for you.

What will you have to pay us for our services?

We will receive a commission from the lender, as either a fixed fee or a fixed percentage on the amount you borrow. These arrangements are negotiated with our lenders in advance and do not give us any discretion to negotiate or adjust your annual percentage rate (APR) or any other item included in the total charge for credit.

The APR may vary according to your credit status or the amount you borrow. The commission we earn does not change in relation to the type of finance (Hire Purchase, Personal Loan or Personal Contract Purchase) you choose or the length of the finance agreement.

The lenders we work with could pay commission at different rates. However, the amount of commission that we receive from the lender is predetermined and cannot be changed for your agreement.

We will confirm the likely amount of commission we will receive for arranging your finance agreement in good time, before you sign the finance agreement.

We do not charge you a fee for our services, but the commission we receive from the lender impacts the amount you pay.

Which service will we provide for you?

We act as a credit broker not a lender. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase (written quotation available upon request).

Each credit provider may have different interest rates and charges. We are only able to offer finance products from these providers which may be suitable for you, and we will explain the key features of your chosen product.

As a credit broker with a limited panel of preferred credit providers from whom we receive commission, MotorTrust Lancaster is not impartial and is free to prefer its own interests.

In line with our regulatory requirements, we will try to get you the finance arrangement you were quoted from our limited panel of credit providers or a suitable alternative offer. The commission we receive will never be our primary decision in choosing which lender to place you with.

However, we may be influenced by the amount of commission we earn. This means you should not think we are giving financial advice or a recommendation. Depending on your circumstances, you may be able to negotiate a better or different finance arrangement if you shop around.

We are not independent financial advisers. No advice or recommendation will be made. You must decide whether the finance product is right for you.

All finance is subject to status and income. Terms and conditions apply. Applicants must be 18 years or over.

Our Insurance Services

We do not offer any insurance products.

What to do if you have a complaint

To register a complaint, contact us by:

• Email: [email protected]
• Telephone: 01524 969194
• Post: MotorTrust Lancaster
  Mellishaw Lane
  Lancaster
  Lancashire
  LA3 3FB
  

Complaints Procedure

How we handle your complaint

MotorTrust Lancaster is committed to providing high-quality services. If a problem occurs, we aim to address complaints promptly and effectively.

Contact us

We aim to resolve complaints within 3 working days. You can contact us by:

• Telephone: 01524 969194
• Email: [email protected]
• Post: MotorTrust Lancaster
  Mellishaw Lane
  Lancaster
  Lancashire
  LA3 3FB
  

When and how you will hear from us

If your complaint is resolved within 3 working days, we will send you a summary resolution letter. If not, we will acknowledge your complaint in writing and begin a full investigation.

We will send a final response within 8 weeks unless your complaint relates to commission arrangements.

Complaints relating to commission arrangements

The FCA has paused the normal 8-week response timeframe for complaints relating to discretionary and non-discretionary commission arrangements. Final responses may be delayed until the FCA concludes its review, expected on 4 December 2025.

Further information is available at www.fca.org.uk/consumers/car-finance-complaints .

Referring your complaint

If you remain unhappy after our final response, you may refer your complaint to the Financial Ombudsman Service (FOS):

Website: www.financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaints must be referred within 6 months of our final response. All records are retained for six years.

SAF & FCA Approval Status

MotorTrust Lancaster is authorised and regulated by the Financial Conduct Authority for credit brokerage (FRN 954552) and is also SAF Approved.

What is SAF?

Specialist Automotive Finance (SAF) provides knowledge-based motor finance learning to improve professionalism and consumer confidence.

What does the learning cover?

• Finance structures and products
• Interest rates (fixed and variable)
• Consumer credit and FCA regulation
• Promoting and selling motor finance
• General legislation including unfair trading and anti-money laundering

A copy of our SAF Approval certificate is available upon request.