Motor commission complaints

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

As a part of this, the FCA has confirmed:

  • They are pausing the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints. The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker and will last for 37 weeks (approximately 9 months). 
  • Consumers will have up to 15 months to refer their complaint to the Financial Ombudsman, rather than the usual 6 months. This extension applies to complaints where the firm sent a final response in the period beginning with 12 July 2023 and ending with 10 January 2024, or where the firm sends a final response during the period beginning with 11 January 2024 and ending with 20 November 2024.

To find out more information about the FCA motor commission review, visit their website.

If your complaint does not relate to motor commission, please visit our dedicated 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 complaint

 

  • Please send your complaint to:

    Motor Commission Complaints
    St William House
    Tresillian Terrace
    Cardiff
    CF10 5BH

    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

  • 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.