Duff Morgan has made every effort to ensure the accuracy of the information contained in this site.

Whilst every effort is made to produce up to date products and specifications, this site should not be regarded as an infallible guide to our vehicles products and services, nor does it constitute an offer for the sale of any particular vehicle.

All rights, including copyright and database right, in the website and its contents, are owned by or licensed to Duff Morgan, or otherwise used by Duff Morgan as permitted by applicable law or the copyright holder. You may not copy, reproduce, republish, download, post, broadcast or transmit any text, images, graphic, logo, button, icon, image and their selection and arrangement thereof, and any underlying source code and software, for any commercial or public purpose without prior written permission from Duff Morgan or the copyright holder.

You may not adapt, alter or create any of the material or information in this site or use it for any other purpose other than for your personal non-commercial use. You agree to use this site only for lawful purposes.

Duff Morgan reserves the right to use for its own purposes any material submitted to the site, including text and images, either on the site or in any other form, including for publicity purposes. Duff Morgan reserves the right to monitor submissions to the site and to edit or reject any submissions.

We try to ensure that information on our site is accurate, complete and up-to-date. In using this site, however, you agree to be bound by the Terms & Conditions, which take effect on the date when you first use the site.

Without prejudice to your statutory rights, the site and all information, text, names, images, pictures, logos, links and icons and other materials (without limitation) are provided 'AS IS' and on an 'IS AVAILABLE' basis without representation warranty or endorsement, express or implied. In particular, we do not warrant or represent the accuracy or completeness of information provided on this site nor do we guarantee that use of this site will be uninterrupted or error-free, or that the site and its servers are free of computer viruses or bugs.

In no event will Duff Morgan be liable to any person for any damage or loss that may arise from the use of any information contained in our site or products displayed on our site, including, without limitation, indirect or consequential damages, or any damages whatsoever arising from use or loss of use, data, or profits, whether in action of contract, negligence or other tortious action, arising out of or in connection with the use of the site.

Notwithstanding anything else in these Terms & Conditions, we will not be liable for claims relating to the functionality or availability of this site.

All names, images, logos identifying Duff Morgan are proprietary marks of Duff Morgan. All third party brand, product, service and company names contained on this site are the trademarks, service marks and trade names of their respective holders. Duff Morgan does not give permission for their use by any person other than the holders. Any such use may constitute an infringement of the holders' rights.

Duff Morgan does not represent, warrant, endorse or hold responsibility over any external sites that may be linked to and from this site. Any external site that you visit by clicking through a link on this site is outside the control of Duff Morgan and you visit entirely at your own risk.

The software downloads from this site have been thoroughly scanned and tested at all stages of production, but - as with all new software - we still recommend that you run a virus checker before use. We also recommend that you have an up-to-date backup of your hard disk before using the software. Duff Morgan cannot accept responsibility for any disruption, damage and/or loss of data on your data or computer system that may occur while using the software. Consult your network administrator before installing any software on a networked computer.

This web site uses cookies in a number of ways which are as follows:

Cookies may be placed on your computer, phone or other Internet device to provide us with aggregated data of the usage of this site and the mediums which are driving traffic to the site. The data gathered by these is aggregated and therefore your individual usage of this site cannot be attributed to you.

Cookies may be placed upon your computer, phone or other Internet device in order to provide essential site features such as allowing you to compare different cars in stock and complete enquiry forms quickly.

The site may also use Cookies for certain complimentary purposes such as showing you the car that you last looked at on the home page. All these functions are designed to improve your experience of using the site. If you don't want this site to place Cookies on your device you can disable these using your Internet Browser settings.

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising here shall be exclusively subject to the jurisdiction of the courts of England and Wales.

If any of these Terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these Terms are intended to be effective, it shall be severed and deleted from this clause. All other Terms of Use and Terms & Conditions shall remain in full force and continue to be binding and enforceable.

Duff Morgan reserves the right to change any of its terms and conditions at any time by posting changes online.

If you do not accept these Terms in full, you must stop using this website immediately.

Duff Morgan and Vermont Ltd are members of the National Conciliation Service, should you require assistance, please click here alternatively, If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

Our complaints policy

Duff Morgan and Vermont Ltd are committed to providing a quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us at youmatter@duffmorgan.com with the details and any supporting documentation. If you do not have an email account a letter can be sent to Duff Morgan and Vermont Ltd, 34-38 Whiffler Road, Norwich, Norfolk NR3 2AZ

What will happen next?

1. Duff Morgan and Vermont Ltd will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it.

2. We will then investigate your complaint with the relevant manager at the dealership.

3. The manager will then contact you directly to discuss and hopefully resolve your complaint.

4. At this stage, if you are still not satisfied, you should contact us again and we will escalate the complaint to the relevant Operational Director to review appropriate alternative solutions.

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Regulated Finance and General Insurance Complaints

Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

Telephone: 01452 671560

E-mail: complaints@automotive-compliance.co.uk

Duff Morgan and Vermont Ltd is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Duff Morgan and Vermont Ltd to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only. If you wish to contact Automotive Compliance Ltd you can do so via post, telephone, or email:

If you have any complaints about how we process your personal data, please contact us at Duff Morgan and Vermont Ltd, 34-38 Whiffler Road, Norwich, Norfolk NR3 2AZor ross.phillips@duffmorgan.com, and we will do our best to resolve them.

MOTOR FINANCE DCA COMMISSION COMPLAINTS PROCEDURE

This document details the steps we take to handle complaints about discretionary commission arrangements (also known as DCAs).

Complaints about Discretionary Car Finance Commission Arrangements (DCAs)

On 11 January 2024, the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission (DCA) arrangements across the motor industry.

As part of the review, the FCA has paused the 8-week deadline for firms to provide a final response to relevant customer complaints.

The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement in place between the lender and the broker (car dealer) and will last for at least 37 weeks. The current 37-week holding period will end on 25 September 2024.

The purpose of the pause is to ensure that complaints are dealt with fairly and the outcome of the FCA’s review will decide what action needs to be taken on relevant complaints, such as customer compensation.

A relevant customer complaint must meet the following tests:

1. It must be about a regulated credit agreement taken out before 28 January 2021.

2. It must have financed the purchase of a vehicle (including Hire Purchase Agreements, such as Personal Contract Purchases)

3. There must have been a DCA in place between the lender and the broker (the car dealer); and

4. The complaint must have been received between 17 November 2023 and 25 September 2024.

Complaints Process

You can refer your complaint to us as normal. During the period while the FCA review is ongoing, there will be a few changes to the usual complaints handling process and your complaint will be subject to longer than usual complaints handling timescales – this is due to the 37-week holding period which the FCA has introduced with immediate effect from 11 January 2024.

Please note:

• If you have a relevant DCA complaint, you will not receive a final response from us within the usual 8-week deadline. This is because the FCA has extended the deadline, and, as a result, most relevant complaints will not receive a final response until 25 September 2024 at the earliest.

• If you currently have a DCA complaint in progress with us, the 8-week deadline has been paused and will resume on 25 September 2024.

If we sent you a final response to your complaint between 12 July 2023 and 10 January 2024, or we send you a final response between 11 January 2024 and 20 November 2024, and you remain unhappy, you will have longer to take your complaint to the Financial Ombudsman Service (FOS). Usually, you have six (6) months from the date of our final response to refer your complaint to the FOS, however you now have up to fifteen (15) months from the date of our final response to do this.

• If your complaint does not relate to a discretionary commission arrangement (DCA), the revised complaints handling timescales do not apply and the standard Complaints Procedure will be followed.

• For full details of the temporary complaints handling timescales and how the rules affect you, please visit the FCA’s dedicated webpage for consumers at https://www.fca.org.uk/consumers/car-finance-complaints

If you have a complaint about a Discretionary Car Finance Commission Arrangement (DCA)

You can notify us of your complaint through the following channels.

By Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

By Phone: 01452 671560

By Email: complaints@automotive-compliance.co.uk

If you are not sure if you have a discretionary commission arrangement (DCA) complaint, you can ask us to check. We will aim to find out and respond to your enquiry as soon as possible.

On receipt of your complaint, we will carry out a detailed review and we will acknowledge receipt of your complaint within five (5) working days.

We will keep you updated, as appropriate, while the FCA carries out its review and during the period the pause for responding to customer complaints about discretionary arrangements (DCAs) is in place.

Duff Morgan & Vermont Ltd.

Registered No. 961479. Registered Office: Whiffler Road, Norwich, NR3 2AZ