Complaints Policy

Our Commitment to You

MacbrookGas Ltd takes all complaints seriously and is committed to resolving them fairly, consistently and promptly. If you are unhappy with any aspect of our service — including any finance products we have introduced you to — please follow the steps below.

How to Make a Complaint

You can contact us by any of the following methods:

Finance Complaints — Important Information

We will investigate and respond to any complaints about our products or services.

If you've taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.

If Black Horse FlexPay or Newpay are responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them.

If your complaint is about how we introduced you to finance, we will refer your complaint to MBNA Limited trading as Black Horse FlexPay. Our company has been appointed by MBNA as their Introducer Appointed Representative and they will be responsible for resolving your complaint.

If you are not satisfied with how we handle your complaint, you may be able to refer it to the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints about financial services. You can contact the FOS at:

You have the right to refer your complaint to the Financial Ombudsman Service if you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks of receiving it. This service is free of charge.

MacbrookGas Ltd is an appointed representative of Black Horse for the purpose of introducing credit. Complaints relating specifically to the credit agreement itself should be directed to Black Horse. We will work with Black Horse to ensure any such complaints are handled promptly and fairly.

Our Complaints Process

1. 1

   We will acknowledge your complaint promptly, usually within 5 business days.

2. 2

   We will investigate your complaint thoroughly and keep you informed of our progress.

3. 3

   We aim to resolve all complaints within 8 weeks of receipt.

4. 4

   We will send you a final response letter explaining our decision and any remedy offered.

5. 5

   If you remain dissatisfied after our final response, you may refer the matter to the Financial Ombudsman Service within 6 months.