Motor Finance Commission Complaints

The Financial Conduct Authority (FCA) is reviewing the way in which motor finance companies have historically paid commission to vehicle dealers. The FCA expect to announce the findings of their review in May 2025.

In January 2024 the FCA announced a pause in the rules for managing complaints about discretionary commission arrangements. This was extended in September 2024 and we now have until after 4 December 2025 to respond to these complaints.

In December 2024, the FCA extended the pause to include complaints where a non-discretionary commission arrangement was in place.

The FCA have also extended the amount of time you will have to refer your commission complaint to the Financial Ombudsman Service (FOS). Once we have been able to send you our final response, if you’re not happy with the outcome, you will have until 26 July 2026 or 15 months from the date of our final response, whichever is later, to refer your complaint to the FOS.

What is a Discretionary Commission Arrangement (DCA) Complaint?

A DCA complaint is a complaint that relates to a regulated credit agreement, entered into before 28 January 2021, which financed the purchase of a motor vehicle and that provided for payment of a commission linked to the interest rate which the lender allows the dealer or broker to select.  

What is a Non-Discretionary Commission Arrangement (Non-DCA) Complaint?

The FCA defines a Non-DCA Complaint as a complaint which relates to a regulated credit (or consumer hire) agreement, which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a relevant DCA complaint.

Make a complaint​

If you wish to make a complaint about the commission arrangement affecting your agreement with us please use the link to our online complaint form, select ‘Commission’ from the drop down menu and complete the form.

If you had more than one agreement with us please complete a separate complaint form for each agreement you wish to complain about. You do not need to enquire what type of commission arrangement was in place before you make your complaint. We will check this for you.

We will write to acknowledge that we have received your complaint and confirm whether your agreement was affected by a discretionary commission arrangement (DCA) or other type of commission arrangement (Non-DCA).

We’ll investigate your complaint in line with the timescales and guidance provided by the FCA.

More information can be found at www.fca.org.uk/consumers/car-finance-complaints.

If the FCA make any more changes that affect your complaint, we will include these on this website.