FREE COMPLAINT PACK BUILDER
Build Your Car Finance Complaint Pack
If you have concerns about how your PCP, Hire Purchase or other vehicle finance agreement was arranged, this free self-service tool helps you organise the information, prepare a complaint or information request, and gather supporting evidence before contacting your finance provider.
Answer a few questions, build your complaint pack, review the documents and send them yourself.
100% Free
No fees and no success fee.
Private Download Option
Generate and download documents directly in your browser without sending the answers to Quaerens.
DIY and Independent
You review and send the complaint directly to the finance provider yourself.
Free from start to finish
Everything you need to prepare and send your initial complaint is completely FREE.
Complaint journey
How the Complaint Process Works
Last reviewed: July 2026
Important Car Finance Update
The FCA has published information about motor-finance complaints and says affected agreements may include some motor-finance agreements entered into between 6 April 2007 and 1 November 2024. Official rules, lender obligations and timing can change. Check the latest FCA and Financial Ombudsman guidance before sending or escalating any complaint.
Free complaint pack builder
Start the Free Car Finance Complaint Pack Builder
This is a free self-service document builder. Quaerens has not reviewed your individual circumstances, assessed whether compensation may be available, submitted a complaint or acted on your behalf. You are responsible for reviewing, editing and sending all documents before use.
Start at Step 1 below. Your answers stay in your browser unless you choose to copy, print or download the generated documents.
Useful information to have nearby
Do not worry if you do not have everything. The tool can still create a factual request.
Your Free Complaint Pack Includes
You do not need to purchase the Premium DIY Complaint Pack to prepare and send your initial complaint.
Compare the Free Complaint Pack Builder and Premium DIY Complaint Pack
Optional next step
Need additional trackers, reusable templates and document organisers?
The free complaint pack builder gives you a personalised initial complaint and information request pack. The optional Premium DIY Complaint Pack provides additional templates, trackers and document organisers to help you manage the complaint yourself from beginning to end.
Private download and sending reminder
Download Privately
Your answers are processed in this browser. Quaerens does not receive them through the direct-download option.
You Send the Complaint
The tool gives you wording and records to review. You remain responsible for checking contact details and sending the complaint through the lender's official route.
Why free
Why Is This Tool Free?
We believe consumers should be able to prepare and send an initial complaint without paying a fee. This free builder helps you organise the basic facts and generate a practical complaint pack that you can review and submit yourself.
If you want additional reusable templates, trackers and document organisers, the optional Premium DIY Complaint Pack is available separately.
Self-service process
How the Complaint Process Works
Tell the builder about the agreement
Enter the finance type, dates, lender, dealer and vehicle identifiers you know.
Review personalised documents
The tool creates first-person wording based on your answers and the route selected.
Download, copy or print the pack
Use private browser downloads, copy the wording, or print your records.
Send it directly to the lender
You remain responsible for checking, editing and sending any complaint or request.
Educational guidance
What information may help?
Car finance topics explained
Understanding PCP
Personal Contract Purchase often includes monthly payments, mileage terms, optional final payment and vehicle condition rules. Keep the agreement and any explanation of the final payment.
Understanding HP
Hire Purchase usually spreads the purchase price over time and ownership may transfer after final payment. Keep statements, default notices and any settlement figures.
What is motor-finance commission?
Commission can involve payments from a lender to a dealer or broker. The relevant question is what was disclosed, how it was calculated and what records are held.
Discretionary commission arrangements
A discretionary commission arrangement may have allowed the broker or dealer to influence the interest rate. The generated pack asks for records without stating that wrongdoing is proven.
High commission arrangements
If you are concerned commission was high or unclear, the pack can ask the lender to explain what was paid and what disclosures were made.
What if I no longer have the agreement?
You can still create an information request. The pack can ask for agreement records, commission records and other documents held by the lender.
What if I do not know the lender?
The tool can create a dealer or broker request asking them to identify the lender and provide agreement details.
What happens after sending?
Keep proof of sending, any acknowledgement, complaint reference and future replies. Avoid duplicate complaints and check official FCA and Ombudsman updates.
What does the complaint pack builder not do?
Frequently asked questions