19 December 2003

I am responding on behalf of Saab Finance with regard to Mr Haywood's complaint about the handling and processing of his direct debit payments when he purchased a Saab vehicle in October 2001.

This is a very regrettable situation and Mr Haywood's case has been investigated . Due to an internal misunderstanding with the collection of Mr Haywood's direct debit instructions, Saab Finance was attempting to collect his funds via direct debit with an incorrect reference number. Therefore, Mr Haywood's payments were not being received and, as a consequence, he had to manually pay by cheque.

Saab Finance recognises the inconvenience and frustration this has caused. In response, Saab Finance is conducting further, in-depth direct debit training for all staff involved with payment collection so this situation will not arise again.

Three other aspects of Mr Haywood's case have also already been dealt with and corrected.

Saab Finance has removed all negative credit information from his records at the Credit Reference Agencies and so Mr Haywood will not have any further impact from this situation.

All late charges/administration fees that Mr Haywood referred to in his complaint to you have been waived.

On 8 December, Saab Finance issued a letter to Mr Haywood confirming that his contract had been terminated voluntarily. Mr Haywood has no further liability to Saab Finance.

I hope this provides the information that you were looking for and Saab Finance apologises for the inconvenience caused to Mr Haywood.

Please do let me know if you would like more information.

With regards
Associate Director

Manning Selvage and Lee