Motor commission complaints
Motor finance is an important way in which we help our customers with their financial needs and support the wider UK economy.
If you’ve used motor finance to buy a car, motorbike or van we may have paid the broker (usually your car dealer) commission for arranging the finance.
The Financial Conduct Authority (FCA) have given lenders until after 4 December 2025 before they start responding to certain complaints involving motor commission.
You can find more information on the FCA’s website.
The Supreme Court made a ruling on 01 August 2025 relating to Motor Finance cases
If you’ve already submitted a complaint about potential motor finance commission, we continue to manage these in line with the latest Financial Conduct Authority (FCA) guidelines. If the FCA makes any updates that affect this, we will let you know.
If you’ve not made a complaint about potential motor finance commission, but now want to, the quickest and easiest way is through our online form:
Information about the FCA motor commission complaints handling pause
On 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. Due to this, they paused the requirement to respond to complaints involving DCAs.
On 19 December 2024 the FCA extended their pause to include motor finance complaints where a non-discretionary commission arrangement (non-DCA) was involved.
Temporary changes to complaint time limits for DCA and non-DCA complaints:
- The complaint handling pause has been extended to after 4 December 2025. This means they’ve paused the eight-week deadline to respond to certain complaints about motor commission and you won’t be able to ask the Financial Ombudsman Service to look at your complaint, until after the pause has ended.
- 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.
- The FCA intend to set out next steps in their DCA review in May 2025. They hope to also provide an update on non-DCA commission complaints at the same time.
You can read more about the timelines on the FCA's website which explains the reason for the pause.
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 9am to 5pm, Monday to Friday.
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
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Commission is a payment which is sometimes made by the finance provider to a dealer or broker when a customer takes out a finance agreement.
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You can read more about the review of discretionary commission arrangements (DCAs) and its timelines on the FCA's website. The key next steps:
- There are temporary changes to complaint time limits for DCA and non-DCA complaints
- The complaint handling pause has been extended to after 4 December 2025. This means they’ve paused the eight-week deadline to respond to certain complaints about motor commission and you won’t be able to ask the Financial Ombudsman Service to look at your complaint, until after the pause has ended.
- 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.
- The FCA intend to set out next steps in their DCA review in May 2025. They hope to also provide an update on non-DCA commission complaints at the same time.
You can read more about the timelines on the FCA's website.
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Complete the information request form to find out. We’ll check your agreement and confirm if there was a discretionary or a non-discretionary commission arrangement We’ll tell you as soon as we can.
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Not necessarily, but once the pause ends, and we’ve completed our review of your complaint, we’ll be able to give you an answer on this.
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We won’t tell you how much commission was paid at this stage however will look into this as part of our review of your complaint. But we’ll tell you if your agreement had a discretionary or non-discretionary commission arrangement, so you can decide if you want to make a complaint. You can complete this information request form.
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We can’t tell you this until we review the details of your agreement. If you’re not happy, you can make a complaint.
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Complete the information request form to ask for this information. WWe’ll look at your agreement and confirm if there was a discretionary commission arrangement and if there was commission. 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 9am to 5pm, Monday to Friday.
You can write to:
Motor Commission Complaints
Tredegar Park
Pencarn Way
Coedkernew
Newport
South Wales
NP10 8SB -
You can read more about the review of discretionary commission arrangements and its timelines on the FCA's website. The key next steps:
- There are temporary changes to complaint time limits for DCA and non-DCA complaints
- The complaint handling pause has been extended to after 4 December 2025 so you should not expect a response till after then.
- 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.
- The FCA intend to set out next steps in their DCA review in May 2025. They hope to also provide an update on non-DCA commission complaints at the same time.
You can read more about the timelines on the FCA's website.
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You can email us at MotorCommission@blackhorse.co.uk.
Or you can call on 0800 022 4844. Lines are open 9am to 5pm, Monday to Friday.
You can also write to:
Motor Commission Complaints
Tredegar Park
Pencarn Way
Coedkernew
Newport
South Wales
NP10 8SB -
Yes it does. The FCA banned discretionary commission models from 28 January 2021. The ban only applies to regulated credit agreements in motor finance. The ban did not apply to regulated consumer hire.
If you took out a Hire Purchase or Personal Contract Purchase motor finance agreement after this date, your agreement would not have involved a discretionary commission model.
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 the form to check if a discretionary commission arrangement was used in your motor finance agreement,
You can complain using our online complaints form.
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Please call us on 0800 022 4844. Lines are open 9am to 5pm, Monday to Friday.
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.
Please call us on 0800 022 4844 and we’ll help you. Lines are open 9am to 5pm, Monday to Friday.
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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.
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The Financial Conduct Authority (FCA) regulates financial companies, like banks and insurance companies and sets the rules and regulations for them to follow. We’re regulated by the FCA.