What is an Initial Disclosure Document?

The Financial Conduct Authority (FCA) is the independent regulator of financial services. The FCA require us to provide you with a document called an 'Initial Disclosure Document'. This document provides information about us, the products we offer, the services we will provide, what we charge for our services, who regulates us and what to do if you have a complaint.

Who regulates us?

We are authorised and regulated by the Financial Conduct Authority for credit brokerage. Our FCA number is [FCA number]. You can check this on the FCA's website www.fca.gov.uk/register or by contacting the FCA on 0300 500 8082.

Treating customers fairly

The Motorhome Company is committed to ensuring that the FCA principle of treating customers fairly (TCF) is applied in all areas of our day-to-day business activities. We aim to ensure that the TCF principle is embedded and rooted in everything that we do. This principle underpins how we operate and function as a business.

Which service will we provide you with?

We offer a non-advised service, meaning we cannot give you advice or a recommendation on products. But in assessing your application we will ask you for information to enable us to identify your needs and present a selection of products relevant to your requirements. You will then need to make your own choice about how to proceed. You will receive the pre-contract credit information which will detail the Terms & Conditions of the product you have chosen and advise you about any other fees and interest relating to the product.

What products do we offer?

We offer a limited number of finance products from a selected panel of lenders. Customers can view these products on our website https://www.themotorhomecompany.co.uk or through talking with a member of staff in our showroom. We would advise you to consider your options and decide if they meet your requirements. The Motorhome Company is a credit intermediary, not a financial advisory service nor a lender.

What will you have to pay us for our services?

We do not charge a fee for the introduction to the finance provider.

Commission Disclosure

We will typically receive a commission payment from the finance provider if you decide to enter into an agreement with them. The amount of commission can be made available to you upon request over the phone and/or in writing.

Suitability and Affordability

We aim to support and tailor our service appropriately to those customers who may be particularly vulnerable due to their current circumstances or recent life events. If you have a disability, physical or mental health condition, feel vulnerable due to a change in personal circumstances, or just need extra support please let us know and we will do our best to help you. You should make sure you have sufficient time and support to assess the information given to you and ensure the funding option offered is suitable for you and meets your requirements. If you are unsure, please don't hesitate to ask us for further explanations, help and support.

It is important that you only enter into an agreement if you can comfortably afford the repayments. You should assess the monthly payments you are required to make throughout the term of the agreement and ensure you can meet these and other current obligations without suffering undue hardship. If you are aware of any changes in your life or your household circumstances that may affect your ability to maintain your loan repayments, please make us aware. Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.

What to do if you have a complaint

If you wish to make a complaint, the first step is for us to understand your complaint. You can contact us by:

  • Phone: 01764 663341
  • Post: The Motorhome Company, Industrial Estate, Maidenplain Pl, Aberuthven, Auchterarder, PH3 1EL
  • Email: info@themotorhomecompany.co.uk

Please provide your name and a contact number where we can reach you between the hours of 09:00–17:00 Monday to Friday.

We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update. If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman. You must do so within six months of the date of the final response letter. You can contact them:

  • By phone: 0800 023 4567
  • By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
  • By email: complaint.info@financial-ombudsman.org.uk

What our customers say about us

Our Reviews

Thank you Michelle and Nathan. For all your help with Buying our New Motorhome. They were very professional, helpful, making the sale very easy. We would definitely recommend them. The R’s
— BrodR
Anyone looking for a motorhome should definitely visit this Company. The Staff are so friendly and helpful with no pressure or hassle. Good selection to choose from . Our van broke down so they let us leave it with them till we get it recovered. We did buy a motorhome but didn't expect to be driving it away same day. Would highly recommend . Thanks again Brian and Alison lees plus 2 grandchildren and 4 dogs
— Alison Lees
Fantastic experience, I had wanted a motorhome for years and when I retired recently we decided to buy one out of my pension money, we were very cautious indeed after a friend bought one that was in a poor state and he lost thousands on it, we travelled to England to view a couple but just didn't trust the seller's. When I contacted The Motorhome Company there were a string of emails between Michelle and I, I asked her lots of questions and she very patiently answered them for me and when we noticed a van that met our needs for the right price we travelled up. Michelle and her colleagues were fantastic, again lots of questions but they really put us at ease. The warranty they were offering for 12 months was unrivalled by any other dealer and after going away for a coffee we decided to buy it. The whole buying experience was amazing from start to finish, we were given reasonable timescales for collection and promised that a couple of minor issues would be fixed, we were kept informed of progress via WhatsApp and eventually picked up our lovely motorhome, we love it. The handover videos provided by the company are invaluable and provided a thorough reference for everything we needed for going away. The van was working perfectly when we collected it however developed a couple of minor issues whilst using it, no problem, returned to the company and the lovely Norrie sorted everything out for us while we chatted to him. It is unusual to find such fantastic customer service these days but well done The Motorhome Company, I would recommend them to anyone.
— Martin Redding
— Jim Coulter
Lots of choice
— Angela Griffiths
— Geordie Leslie
Good selection of vans
— Michelle Plenderleith
Great customer service sorting out my fridge ignition this morning. So happy with my wee Elddis Majestic 115 purchased just over 1 year ago. Thank you!!
— Kirsty Molnar
— Ross Jarvie
— Lorraine wark
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