For more information and to make a complaint, please click here.

Motor Finance Commission Complaints

From settlement figures to making a payment, head to our FAQs to find the answers to our most commonly asked questions.

Got a question?

Home

Contact us

Privacy Policy

Cookie Policy

Terms of service

Complaints data

Gender Pay Gap Report.pdf

Gender Pay Gap Report

Slavery and human trafficking statement

The Finance & Leasing Association (FLA) Lending Code

About us

Our finance options

FAQs

Security

Support tailored to you

Insurance

Payment support

Testimonials

Bereavement support

Tariff of charges

Complaints

Dealer site

Careers

Products & links

It’s nearly time to say goodbye to 2022, and what a year it’s been for MotoNovo! We launched our all-women’s network, GROW, to support the visibility of women in the automotive industry, hit 25,000 reviews on Trust Pilot, hosted our first ever Extra Mile Awards dinner celebrating the hard work of our dealer partners and introduced new initiatives to improve the customer experience. To top it all off, we’ve been recognised industry wide!

An incredible example of the hard work our teams put in every day for our customers and dealer partners, take a look at our 2022 award wins:

Customer Service Excellence Award at the Car Finance Awards

Special Recognition for Diversity & Inclusion at the Credit Awards

Gold Customer Engagement Award at the Welsh Contact Centre Awards

Highly Commended for The European Auto Finance Award at the Asset Finance Connect Summer Awards

Highly Commended for Finance Provider of the Year (Prime) at the Car Dealer Power Awards

We’re proud to not only have been recognised as a business, but our team members too! Shamaila Madeley, National Account Manager and Cathy Addicott, Customer Relationship Advisor, were both recognised as winners in the Colleague of the Year and Lifetime Achievement Award categories at this year’s Women in Credit Awards! Celebrating the work of women across the financial services industry, the awards encourage and support the work of inspirational female leaders.

We’re also proud to celebrate Account Manager Lisa Minty, Regional Manager Laura Griffin and Senior Retention Manger, Claire Fussey, for all taking home award wins at the Inspiring Automotive Women Awards! Recognising the unsung heroes of the automotive industry, the awards stand out from the crowd as anyone can nominate a woman from the automotive industry who they believe are making a real impact. All of these women are a credit not only to MotoNovo, but to the industry.

Our teams have not only been working hard to support our customers and dealer partners, but have also dedicated their time to help the community around them too.

Here’s just a small snapshot of what they’ve been up to:

Taking on The Big Walk and walking 26 miles each, our Collections Team raised money for Prostate Cymru

Supporting Children’s Hospices across Scotland with a £500 grant, Our Scottish Account Managers got stuck in to help build a sustainable orchard in their Robin House Gardens

Sporting the best moustaches, our teams across the Aldermore Group raised over £1,000 for Movember

Raising money for Save the Children UK, our teams dug out their best Christmas Jumpers to support Christmas Jumper Day  

That’s nearly a wrap on 2022! We’re looking forward to stepping it up a gear in 2023 and continue providing the best service possible for our customers and dealer partners. 

With 2023 just around the corner, we're reflecting on what a memorable year 2022 has been. 

Our 2022 highlights and award wins

The Inspiring Automotive Women Awards was launched by the Automotive 30% Club to recognise and celebrate the unsung heroes throughout the industry. We’re proud to announce that Lisa Minty, Account Manager, Laura Griffin, Regional Manager and Claire Fussey, Senior Retention Manager, are all 2022 award winners!

Commercial Director of Motor Sales, Debbie McKay, reflects “I’m particularly pleased that the IAWs are open this year to people from any automotive organisation, not just Automotive 30% Club members. I hope this new reach encourages greater engagement to recognise women whose contribution inspires others to appreciate that their skills, talent and energy will find a welcoming home right across the automotive industry.”

Meet our very worthy winners and the driving force behind their inspiration…



Lisa's involvement in the hosting of our International Women's Day virtual event has been celebrated by many around the business for boldly sharing the struggles of women in business to help break the bias, inspiring others to also speak out and progress within their career.

“The book that has always stuck with me is The Choice by Edith Eger. Edith at the age of 16 was sent to Auschwitz, her story from there is truly unimageable. This book is so much more than just her account of the Holocaust but a book that shares profound insight into the power of a mindset and resilience. Edith explores the idea that we can’t choose some things that happen to us but we do have the power to choose how we handle them. Against all odds she went on to achieve extraordinary things. Edith is a truly inspiring women and the lessons the book shares have always stuck with me in my personal and work life.”



Dedicated to supporting women in the workplace, Laura founded the 'One Aldermore' Female Network to inspire future female leaders and has also been a key driver behind the planning of events around women’s mental health.

“One of my favourite quotes is ‘People will forget what you said, people will forget what you did, but people will never forget how you made them feel’.”





Nominated for her work on promoting gender balance, Claire was a key part in the launch of our all women's network, GROW, inspiring women across the industry to progress in their career. 

“I am truly inspired and humbled by both my mum and my sister in equal measure. They are caring, patient, hardworking women who have faced great challenges, yet both continue to show compassion, empathy and resilience each and every day.”



Congratulations to our very worthy winners!

Meet our Inspiring Automotive Women Award winners and the impact they're having on those around them...

Celebrating our Inspiring Automotive Women Award winners

The UKCSI is the UK’s largest cross-sector customer benchmarking study engaging with over 10,000 customers who created 45,000 responses across thirteen market sectors. On customer feedback, market from 0 – 100, MotoNovo’s ranking represents a very positive result for the business, which was benchmarked against many of the UK’s most prominent banking and building society brands.

Across the UKCSI, only First Direct’s (86.6) customers rated their customer experience better than the experience rated by MotoNovo Finance’s customers. It meant the business outperformed highly regarded entrants such as Starling Bank and Metro and ahead of the established High Street brands who all took part in the exercise.


MotoNovo outperformed the banking/building society sector in crucial activities, including; experience, emotional connection, customer ethos and ethics. In terms of the key benchmarking of being easy to work with, MotoNovo comfortably led the way in its market sector.

Customer likelihood to recommend MotoNovo, created a separate Net Promoter Score (NPS) of 54.6, which was more than double the sector average (24), which itself was marginally ahead of the all-sector NPS of 23.5.

Reflecting upon MotoNovo’s success, Chris Rowthorn, Director of Motor Sales Operations, noted;

“We are thrilled with the latest benchmark result from the UK Institute of Customer Service, which sustains the theme from previous results. It is a stellar result for our dealer and broker clients and us. High levels of customer satisfaction saw a significant 8.5 out of 10 ranking from customers for their intention to remain with us in the future. Since dealers and brokers are critical to our distribution, this is great news for them as well. After all, we are in this together.”

Press release issued by MotoNovo Finance, October 2022

The UK Institute of Customer Service (UKCSI) is the UK’s largest cross-sector customer benchmarking study. See how we got on!

MotoNovo excel in UK wide benchmarking for customer service

Empowering, connecting and supporting achievements of women in the finance industry, we’re proud to be celebrating two of our shortlisted candidates at the Women in Credit Awards!

The only awards to exclusively champion women in credit, our finalists will attend London later this month for a night of celebrating and championing the work of inspirational female leaders.

Judged by thirteen senior women business leaders from across the financial industry, meet our finalists…



Cathy Addicott, Customer Relationship Advisor, for Lifetime Achievement Award

“I’m enormously delighted, honoured and grateful to be nominated just for carrying out a job that I have always enjoyed so much. I feel diversity and inclusion go hand in hand and is becoming a natural part of our society outside and certainly within the workplace. The awards do a great job of highlighting the work that has already been done. I acknowledge there is still work to do, but we’re heading in the right direction.”



Shamaila Madeley, National Account Manager, for Colleague of the Year

“I’m extremely grateful to be recognised for my contributions to my role and beyond. Being a finalist for ‘colleague of the year’ could not have been achieved without the support of my mentors and colleagues. MotoNovo's D&I programme has been an amazing opportunity for me. Training, mentoring, awareness, and a platform to be heard and noticed have all opened up for me. In all honesty, the combination and some amazing role models have seen my self-belief and confidence blossoming.”



Not only have they made a significant impact at MotoNovo, but contributed to the industry as a whole too. The awards provide a prominent platform to encourage diversity and inclusion across the industry, and we’re committed to continue making positive changes to develop these areas.

Keep an eye on our social channels to see how they get on!

Catching up with our Women in Credit Awards finalists

Creating a support network across our dealer and broker partners, we’re proud to announce the launch of our first women’s network, GROW – Generating Real Opportunities for Women. Aiming to increase female representation within the automotive industry, we’re navigating growth for women on the forecourt and beyond.

Last year, Managing Director, Karl Werner, joined the Automotive 30% Club making a commitment to its '30 by 30' strategy (a pledge to fill at least 30% of key leadership positions with talented women by 2030), a goal the business achieved this year with a 50/50 split within our Senior Leadership Team. An important move in his personal commitment to supporting and encouraging diversity and inclusion, Karl is also a key sponsor of GROW noting;

 “Embracing diversity and inclusion in all its guises is central to MotoNovo’s culture. We want to play our part in creating a fairer society and have taken big strides to ‘raise our own bar' as an employer. Broadening this out to support and encourage people and businesses across the automotive sector to adopt similar change and feel the benefits we see building is a natural extension. As an active member of the Automotive 30% Club, I am delighted to be the sponsor of our Women Network and look forward to playing my part in championing it as a platform for positive change.”

Working alongside Karl is Senior Retention Manager, Claire Fussey, who is acting as chairperson;

“Supporting growth in the automotive industry is an exciting prospect. Supporting the growth of female talent is something I am super passionate about. Together we can all make the difference to a brighter future”

To kick start things, we’re hosting a number of virtual and networking events for our dealer partners, sharing news, insights and resources to help progress diversity in the automotive world. 

Keep your eyes peeled on our socials for more!

Creating a support network across our dealer and broker partners, we’re proud to announce the launch of our first women’s network, GROW.

Introducing our all-new women’s network, GROW

Last year, we kicked off the Extra Mile Awards to recognise and celebrate all of the hard work our dealer partners do. In three categories, we’re recognising those who put customers at the heart of everything they do, make the effort to give back to the community around them and their partnership with us.

“We feel it’s important that we keep a close and open relationship with our customers – offering transparency and positive customer led journeys. Customers should have a positive experience when dealing with any business when buying goods/services and judging by our online reviews, we meet this requirement. We’re are a team of professionals with a combined main dealer experience of over 100 years. Customers who are starting on their car journey should do their research and look at what is affordable and suits their lifestyle. Don’t be afraid to ask questions and outline your expectations.” Jake Bayliss, Gold Vehicles

“We feel that customers should never shy away from asking questions! Our top tip would be to research the car/cars you’re interested in and check dealership reviews. We would definitely advise setting a budget and checking routes of payment too!” Jade, North Loop Autohaus

“We want to provide a Climate Action Solution for customers, so partnered with iOffset. Their mission is to spearhead an international carbon reduction and offsetting culture, making it easy and affordable for individuals and businesses to reduce and offset their unavoidable emissions. As an example, iOffset audited the emissions from over 3,000 cars presented for sale and quantified as average of 1.9 tonnes of CO2 per 10,000 miles. The result? We offset 2.5 tonnes of CO2 for every car sold.” Rachel, MotorDepot

“It was my personal friend, James, whose son was born premature and then unfortunately passed away. The hospital who treated Leo was amazing to both him and his family. We wanted to try to give something back for the help they gave. First Touch is a neo natal unit in St Georges hospital in London who care for around 500 premature babies per year. They’re an NHS hospital but are self-funded. The hospital had a shopping list of the things they needed to buy, and the money we raised paid for not only everything on the list, but also had enough for them to put aside for the future.” Richard, Hypermotive

North Division: Caledonia Vehicle Solutions Ltd

“Our partnership with MotoNovo gives customers peace of mind that they are in the right hands and the confidence they need to purchase their new vehicle. They are a valued partner that offer great products, initiatives, and support.” Leni Forbes, Carbase

“We work closely with MotoNovo Finance to ensure that we offer the best products available. We have focus and drive, from introduction through to inputting the application. Our dedicated admin staff help provide a quick and straightforward payout process. By guiding the customer through the process, we are able to be efficient and successful when offering finance solutions. MotoNovo is on hand to offer customers at each of our showrooms a suitable finance package.” Luke, Global Moto Ltd

Last year, we kicked off the Extra Mile Awards to recognise and celebrate all of the hard work our dealer partners do. Meet our latest very worthy winners.

Keeping up with our Extra Mile Award winners

“We realise the importance of our voice when we are silenced” – Malala Yousafzai, activist for women's education

And International Women’s day is all about breaking that silence and encouraging the achievements of women to reinforce gender equality and shout from the rooftops of what women can do. We’re backing our teams this International Women’s Day by inviting them to an interactive event, hosted by our Aldermore Group Female Network. Raising awareness of smashing stereotypes, breaking inequality and rejecting discrimination, we’re opening up the conversation to break the bias.

Hearing from Romy Murray, Non-Executive Director for the Aldermore Group and Nicolina Andall, our first apprentice board member, they’re sharing their stories of experiencing bias, how to address it in the workplace when you see it and exploring what this year’s IWD #BreakTheBias theme means to them.

#BreakTheBias explores how together, we can forge women’s equality and break the bias in our communities, workplaces and education, today and beyond. Kicking off the conversation by highlighting that bias comes in all shapes and sizes, Romy believes we can break it by being aware of it, not wary of it. Being courageous and starting uncomfortable conversations is the start to creating a better work environment for everyone. Every journey starts with a single person, and Nicolina reinforces how important it is to remember how far you’ve come. Both ladies have inspired our teams to dig deep, be brave and break the bias.

Our Aldermore Group Female Network launched last year with the aim of creating a safe and supportive place for women to share their experiences and feel confident that their voices are being heard and listened to. We’re always encouraging our teams to be the best they can be, and our network continue their journey in supporting our teams personal and professional growth.

We’re not only creating a pathway for our teams, but our dealer partners too. Watch this space!

Want to celebrate International Women’s Day? Find out more here.

Raising awareness of smashing stereotypes, breaking inequality and rejecting discrimination, we’re opening up the conversation to break the bias.

Breaking the bias with International Women's Day

"Every part of our business was setup with the customer in mind. Before Top Car opened its doors, our business plan had great customer outcomes at its heart. We had to think about “How easy are we to do business with” we then went looking for the holes in our process and filled them with a mixture of technology and experience. We have loads of digital tools, experience and techniques that help the customer find the answers they require. I’m told our coffee is the best I’m Inverness although this can’t be verified.” – Craig Walker, Top Car Inverness

“If you’re starting out on your car buying journey, consider what you want the vehicle for. Take your time, do your research online before committing, research the garage you are looking to buy from and understand how much you are prepared to invest in the vehicle, consider longer term costs such as servicing and maintenance. Most of all try to enjoy it.” Frank, Stratus Cars

"One of our main core values is caring, whether that be for colleagues, customers, or charity. Supporting our community is vital part of that, we care for our community and believe in giving back. With over 70 local employees, we feel an obligation to give back to the place which helped us grow as a business and a family. Our main aim is to try and support those who need it the most. It’s impossible to support every cause so we choose carefully which charity we feel aligns the most with our core values.” – Ryan O’Donnell, Lindleys Autocentres


“Charity starts at home, so I want to support the local community and where you can see the results. We work within the local community and a portion of our profit goes to a variety of different arears such as local schools but also to those that are less fortunate.” Javid, Amanah Prestige

“Hippo Motor Group and MotoNovo have continually developed a strong working relationship over the course of eight years. A close and collaborative working relationship with our Account Manager is vital to our continued success. Not only does it help us to ensure the best possible customer journey is given to everyone who comes onboard, but it provides a smooth process when an obstacle is encountered.” Mark Meah, Hippo Motor Group


“We saw MotoNovo as a ‘forward thinking’ and innovative finance company, and this suited our business strategy. We also heard very good things and good feedback from others.” Simon Moulton, Foray Motor Group

The Extra Mile Awards recognises and celebrates our dealer partners in three categories. Meet the latest winner's circle...

News - 2022