Complaint Regarding Inconsistent Assistance With Vehicle Finance

Dear Marquis Finance,

I would like to formally express my frustration regarding the inconsistent service I recently received when contacting your office about vehicle finance.

I currently have an active vehicle finance agreement with Marquis and have always ensured that my account is managed responsibly. Because of this, I contacted your office to enquire about financing another vehicle.

During my call, I was informed by the consultant that Marquis cannot assist me directly and that I would need to go through a dealership, who must submit the finance application on my behalf. I explained that the dealership I am working with (Toyota) does not want to use Marquis and prefers to work with the larger banks. I prefer Marquis because the service in general is very good. Unfortunately, the consultant simply responded that there was nothing she could do to assist.

What makes this situation even more confusing is that when my husband recently contacted Marquis to request a settlement figure on his account, the consultant assisting him asked whether she could help him arrange finance for a new vehicle. This clearly indicates that Marquis does offer direct assistance for new finance in some cases.

Because of this, I am struggling to understand why I was told that Marquis cannot assist me directly and that everything must go through a dealer.

As an existing client, I expected clearer information and better assistance. The conflicting information from your staff is frustrating and leaves me uncertain about your policies and processes.

I would appreciate clarification on the following:

Does Marquis Finance offer vehicle finance directly to existing clients without a dealership application?

If so, why was I told this was not possible?

If not, why was my husband offered assistance with arranging new finance directly?

I would appreciate a clear explanation of your policy and a response to this matter.