Motor Finance Commission Complaints

The Financial Conduct Authority (FCA) has been reviewing the historical payment of motor commission by motor finance companies to vehicle dealers and has now announced details of a consumer redress scheme.

We are currently assessing requirements of the scheme.

Existing complaints

If you are looking for an update on a complaint you’ve already made, please don’t worry — your complaint is still open with us. Responses remain paused. We’ll contact you as directed by the regulator to let you know how your agreement is affected. You don’t need to do anything right now.

Make a complaint

You can still make a complaint about the commission arrangement affecting your agreement with us. It doesn’t cost anything. Please use the link to our online complaint form, select ‘Commission’ from the drop down menu and complete the form.

If you have 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.

Subject matter of the scheme

If you had an agreement with us between April 2007 and November 2024, your agreement might be affected by the consumer redress scheme.

This will depend on whether there was a commission arrangement which incentivised the dealer, the amount of commission that might have been paid and whether the arrangement affected who the dealer could work with when arranging finance.

Pause on complaints

In January 2024, the FCA announced a pause on the rules for managing complaints about discretionary commission arrangements. This was extended in September 2024, and again in December 2025, allowing firms until after 31st May 2026 to respond to these complaints.

In December 2024, the FCA further extended the pause to include complaints involving non-discretionary commission arrangements.

What is a Discretionary Commission Arrangement (DCA) Complaint?

A DCA complaint is a complaint that relates to a regulated credit agreement, entered into before 28th 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?

A Non-DCA Complaint relates to a regulated credit which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a relevant DCA complaint.

In December 2025 the FCA excluded complaints where the vehicle is leased.

Further Information

Further information is available 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.