Motor commission complaints

Court of Appeal decision on motor commission cases

Motor finance is an important way in which we help our customers with their financial needs and support the wider UK economy. Following the recent court decisions, we have made some temporary changes to processes in Black Horse so we can continue supporting customers.  There are no changes to how we handle complaints.

Information about the FCA motor commission review

On the 11 January 2024 the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission arrangements (DCA) across the motor finance industry.

On 24 September 2024, the FCA released the following update on their ongoing review, confirming the extension originally proposed on 30 July 2024:

  • The FCA intends to share their findings and next steps in May 2025. If your agreement did involve a DCA, you won’t automatically be entitled to compensation.
  • The complaint handling pause is still in place and the deadline for us to respond to customer complaints has been extended to after 4 December 2025. This pause only applies to complaints involving discretionary commission arrangements between lenders and brokers.
  • You will have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual 6 months, you have until 29 July 2026, or 15 months from the date of the final response letter, whichever is later. The timelines will be confirmed in the final response letter we send you. 

You can read more about the timelines on the FCA's website.

If your complaint isn't about motor commission, please go to the complaints page.

 

Make a motor commission information request

If you want to check if discretionary commission was paid on your agreement, please complete a motor commission information request.

Make an information request

 

Make a motor commission complaint

The quickest and easiest way to send us your complaint is to complete the commission complaints form online. 

If you want to complain about more than one vehicle, please complete a new form for each. 

This form is for new commission complaints only.

Before you start, make sure you have everything you need to complete it in one go. There is no save button.

Make sure you have:

  • Vehicle details such as make and model, registration number, or agreement number
  • Full details of your complaint
  • What you think we should do to put things right

Make a complaint

 

Other ways to make a motor commission complaint

 

  • Please send your complaint to:

    Motor Commission Complaints
    Tredegar Park
    Pencarn Way
    Coedkernew
    Newport
    South Wales
    NP10 8SB

    When you write to us, please include:

    • Your contact information, including address and telephone number
    • Agreement number / Vehicle registration 
    • Full details of your complaint 
    • What you think we should do to put things right 
    • Copies of any paperwork supporting your complaint
  • Call us on 0800 022 4844
    Lines are open Monday to Friday 8.30am - 6pm and Saturday 9am - 1pm.

    When you call us, you will need to give us:

    • Your contact information 
    • Agreement number / Vehicle registration
    • Full details of your complaint
    • What you think we should do to put things right

Motor commission complaints FAQs