Motor commission complaints

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.

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.

Following the FCA’s announcement that they’ll consult on a potential car finance compensation scheme, they’ve received reports of scammers contacting people. 

These fraudsters are asking individuals for personal information including their name, address, date of birth and bank details. They then falsely claim that people are owed compensation.

It's important to remember

• There's no car finance compensation scheme in place yet.
• We’re not contacting customers about compensation yet.

How to protect yourself

• If you receive a call like this, hang up immediately and don’t share any information. 
• If you’re worried about a potential scam, or you think you may have been contacted by a fraudster pretending to be us, you can call us on 0800 022 4844.
• You can report scam calls and texts to Ofcom by forwarding them to 7726. More information on how to do this is available on Ofcom’s website.
• Further guidance can be found on the FCA’s website: protect yourself from scams.

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.

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.  

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. 

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. 

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.   

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

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.

Completing our online complaints form is the easiest way to send us your complaint.

Make a complaint online

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.

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. 

We’ll need some information from you to find your agreement:

1. Your name
2. Address at the time of the agreement
3. Your date of birth. 

And it would help if you could give us at least one of these: 

1. Vehicles make and model
2. Account or agreement number
3. Dealer name
4. Year of purchase
5. 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.

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. 

No. Because a personal loan is a direct arrangement between you and the bank, there is no commission involved. 

Yes, you can.

Please call us on 0800 022 4844 and we’ll help you. Lines are open 9am to 5pm, Monday to Friday.

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.

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.