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 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
Other ways to make a motor commission complaint
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Please send your complaint to:
Motor Commission Complaints
Tredegar Park
Pencarn Way
Coedkernew
Newport
South Wales
NP10 8SBWhen 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
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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
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Commission is usually a payment. The payment is made by the finance provider to a dealer or broker when a customer takes out a finance agreement.
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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 intend 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.
- The FCA intend 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.
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Complete the information request form to find out. We’ll check your agreement and confirm if it was a discretionary commission arrangement. We’ll tell you as soon as we can.
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We won’t tell you how much commission was paid as this is not something we need to give you at this stage. But we’ll tell you if your agreement had a discretionary commission arrangement, so you can decide if you want to make a complaint.
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We can’t tell you this until we review your agreement. If you’re not happy, you can still make a complaint.
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Complete the information request form to ask for this information. We’ll look at your agreement and confirm if it was a discretionary commission arrangement. We’ll let you know as soon as we can.
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Completing our online complaints form is the easiest way to send us your complaint.
Or you can call on 0800 022 4844.
Lines are open Monday to Friday 8.30am - 6pm and Saturday 9am - 1pm.
You can write to:
Motor Commission Complaints
Tredegar Park
Pencarn Way
Coedkernew
Newport
South Wales
NP10 8SB -
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 intend to share their review 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.
- The FCA intend to share their review findings and next steps in May 2025. If your agreement did involve a DCA, you won’t automatically be entitled to compensation.
-
You can email us at MotorCommission@blackhorse.co.uk.
Or you can call on 0800 022 4844. Lines are open Monday to Friday 8.30am - 6pm and Saturday 9am - 1pm.
You can also write to:
Motor Commission Complaints
Tredegar Park
Pencarn Way
Coedkernew
Newport
South Wales
NP10 8SB -
Yes it does because discretionary commission models were banned by the FCA from 28 January 2021.
If you took out a Hire Purchase or Personal Contract Purchase motor finance agreement after this date, a discretionary commission model wouldn’t apply.Complete the form to check if a discretionary commission arrangement was used in your motor finance agreement.
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We’ll need some information from you to find your agreement:
- Your name
- Address at the time of the agreement
- Your date of birth.
And it would help if you could give us at least one of these:
- Vehicles make and model
- Account or agreement number
- Dealer name
- Year of purchase
- Registration number.
Complete our form to check if commission models were used in your agreement.
You can complain using our online complaints form.
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Please call us on 0800 022 4844.
We’ll need the full name of the person you want to authorise to deal with your request or complaint. We can then deal with this person for you.
To discuss your request or complaint, they’ll need to give your personal details and their own.
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No. Because a personal loan is a direct arrangement between you and the bank, there is no commission involved.
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Yes, you can.
You can add up to five agreements on our online information request form. If you had more than five agreements, please complete another form.
If you want to make a complaint, you’ll need to complete one online complaints form per agreement.
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Yes, you can.
Please call us on 0800 022 4844 and we’ll help you. Our lines are open Monday to Friday 8.30am - 6pm and Saturday 9am - 1pm.
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We’ve had high numbers of information requests so it’s taking us longer than usual to respond.
Thanks for your patience.
You don’t need to do anything else. We’ll reply as soon as we can.