Motor commission complaints

Not necessarily. Once the FCA has finished consulting on a redress scheme, the pause ends, and we’ve reviewed your complaint, we’ll let you know.

We won’t tell you how much commission was paid but we'll look into this as part of our review of your complaint.

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.

• There are temporary changes to complaint time limits for DCA and non-DCA complaints put in place by the FCA.
• The complaint handling pause has been extended to 31 May 2026. This means the eight-week deadline to respond to certain complaints about motor commission has been paused, and you can't ask the Financial Ombudsman Service to look at your complaint until the pause has ended.
• You'll have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual six 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 our final response letter.

You can read more about the motor commission review, the redress scheme, and its timelines on the FCA's website. 

You can 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.

You can complete the information request form and we’ll check your agreement. 

We'll confirm if there was a discretionary or a non-discretionary commission arrangement and tell you as soon as we can.

We can’t tell you this until we review the details of your agreement. If you’re not happy, you can make a complaint.

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.

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.

The FCA is completing a review of motor finance commission payments, and has paused any complaints until this review is completed. The complaints handling pause has been extended to 31 May 2026 for all car finance providers.

You can't ask the Financial Ombudsman Service to look at your complaint, until after the pause has ended. But you will have more time to refer your complaint to them. 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 motor commission review, the redress scheme, and its timelines on the FCA's website.

We'll need to find your agreement first before you make a complaint.

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 information request form to check if a discretionary commission arrangement was used in your motor finance agreement.

You can complain using our online complaints form.

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 Financial Conduct Authority (FCA) have given lenders until 31 May 2026 before they start responding to certain complaints involving motor commission. 
• 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 which explains the reason for the pause.

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

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.

The Financial Conduct Authority (FCA) and Solicitor’s Regulation Authority (SRA) have set out expectations to professional representatives, where customers have signed up with more than one firm for the same motor finance complaint.

The FCA and SRA have jointly set out that:

• Consumers will be contacted by lenders and the firms involved in their case if questions about representation exist.
• Lenders, Consumers and Professional Representative Firms will need to constructively work together to determine who the correct representative is
• Communications from firms should make clear the implications of appointing more than one representative, including any potential termination fees from them.

We’re still reviewing the full detail as the announcement has only recently been made. Once we’ve done this, we’ll need to contact all impacted customers. Thank you in advance for your patience while we work through this.

Read more here:

FCA's statement to professional representatives
SRA's statement to professional representatives