Formal Complaints

Please note that Tesla Financial Services Limited is only responsible for complaints where the vehicle is financed by us.

Unfortunately, we cannot help with complaints from third-party leasing companies (e.g. Black Horse Limited, ALD) and we cannot support with complaints from cash orders or business accounts. For such cases, please reach out to the Tesla Customer Services team for UK & Ireland who will investigate your case and respond to your email. You can contact them here.

1. Contact Tesla Financial Services by email, phone or post. Please provide as much information as possible regarding your complaint.
   • Email: FinanceResolutionUK@tesla.com
   • Post: Tesla Financial Services Limited, 185 Ashton New Rd, Manchester, M11 3DX, United Kingdom.
2. We will do our best to resolve your complaint quickly. If we can offer a resolution within three working days from the day we receive your complaint, and you accept that resolution, we will send you a written summary of the resolution to close your complaint.
3. If we can’t resolve your complaint within three working days, we will send a written acknowledgement of receipt within five working days. This written acknowledgement will tell you what timescales we are working towards with your complaint, what happens next and how to get in touch with us.
4. Within eight weeks of receipt of your complaint, we will give you a final response. If we need more time, we will send you an update explaining why and when we expect to have your final response available.
5. Our final response letter will entail one of the following:
   • Acceptance of your complaint with a resolution
   • Rejection of your complaint with details explaining our reasoning

You can either accept or reject our resolution. While we may not always give you the answer you are looking for, we will act fairly and reasonably with every submitted complaint.

If you are dissatisfied with our final response you may be able to ask the Financial Ombudsman Service for an independent review. To do so, your complaint must relate to our regulated financial services, and you must give us the chance to find a resolution first. You must also be a private individual, or a small business. If you wish to take your complaint to the Financial Ombudsman Service you must do so within 6 months of the date of our final response.