Complaints and Redress

Complaints and Redress

Complaints and Redress

Date: 01/10/2025

We're committed to resolving complaints quickly and fairly. This page explains how to complain to us, expected timelines, and how to contact the Financial Ombudsman Service (FOS).

1. Determine sale type

  • New Honda Agency Sale:
    • Jazz, Civic, ZR-V and CR-V from 1st October 2025
    • HR-V from 2nd November 2024
    • e:Ny1 from 23rd April 2024
  • New Honda Non-Agency Sale:
    • Jazz, Civic, ZR-V and CR-V to 30th September 2025
    • HR-V to 1st November 2024
    • e:Ny1 to 22nd April 2024
  • Used Sale: All

2. Whom to contact

  • New Honda Agency Sale - If your complaint concerns finance information or a finance agreement:
    • Honda Motor Europe Limited - credit broker for new Honda cars, or
    • Honda Finance Europe Plc - the lender for credit-agreement issues. If you contact us first, we'll forward your complaint to the right firm and tell you we've done so.
  • Used Sale and New Honda Non-Agency Sale - Contact Trident Honda (we act as a credit broker). We'll handle or, where appropriate, forward to the relevant lender.

3. How to complain to Trident Honda

  • Email: champion@tridenthonda.co.uk
  • Phone: 01932 874411 and ask to speak to the Customer Champion
  • Post: Trident Honda, Guildford Road, Ottershaw, Surrey, KT16 0NZ

We'll acknowledge your complaint promptly and keep you updated.

Motor-finance commission complaints (discretionary commission and non-discretionary commission)

  • Arrangements where a broker could vary the interest rate and be paid more commission at higher rates were banned on 28 January 2021.
  • The FCA has put in place specific handling rules and timelines for motor-finance commission complaints and is progressing a consumer redress scheme.
  • Time limits for motor-finance commission complaints: The FCA has extended the usual 8-week final-response deadline for relevant motor-finance complaints until 4 December 2025. This applies to complaints about discretionary commission arrangements (DCA) and to non-DCA commission complaints. See the FCA's updates for DCA and non-DCA complaints handling.
  • We'll follow the FCA's rules and keep this page updated as the regulator finalises its redress approach.

You do not need to use a claims management company. The Financial Ombudsman Service is free and can look at your complaint if you're unhappy with our response or if the applicable time limits have passed.

If you're not satisfied

You can ask the Financial Ombudsman Service to look at your complaint free of charge: