Motor finance commissions

In January 2024 the Financial Conduct Authority (FCA) shared that they would review motor finance DCAs, and how these have been handled across the motor finance industry today and in the past.

On 24 September 2024, the FCA released an update to the ongoing review and issued further guidelines. The pause was then widened on 20 December 2024, so the FCA have now given firms until after the 4 December 2025 before they have to start responding to any type of car finance commission complaint (including DCAs). The FCA plan to set out next steps for DCAs in May 2025. The FCA hopes to provide an update on motor finance non-DCA commission complaints at the same time.

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. As a result, we will not be in a position to issue final responses to commission complaints until after this date.

You will 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 the final response letter we send you.

You can read more about the timelines on the FCA's website.

Complete the email form below to find out. We’ll check your agreement and confirm if there was a DCA or non-DCA commission applied as soon as we can. We are experiencing a high volume of requests, so thank you in advance for your patience.

Once we have had further guidance from the FCA, we’ll then be able to investigate the specifics of your complaint and give you a formal response. 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.

• 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.
• You will 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 the final response letter we send you.​
• You can read more about the timelines on the FCA's website.​

We will provide responses in line with the FCA’s timeframes.

You can submit a motor finance information request or complaint by using our email form.

Complete the email form below to find out.

We’ll check your agreement and confirm if there was a DCA or non-DCA commission applied as soon as we can. We are experiencing a high volume of requests, so thank you in advance for your patience. Once we have had further guidance from the FCA, we’ll then be able to investigate the specifics of your complaint and give you a formal response.

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.

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.

You will 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 the final response letter we send you.

You can read more about the timelines on the FCA's website.

We will provide responses in line with the FCA’s timeframes.

You can submit a motor finance information request or complaint by using our email form.

Yes. Please complete the email form below and provide clear details about the nature of the complaint and your agreement so we can log and investigate this for you.

On 20 December 2024, the FCA announced that ALL complaints relating to motor commission on regulated agreements will be subject to the extended pause. This means that we will not be in a position to issue final responses to commission complaints on regulated agreements until after 4 December 2025.

You will 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 the final response letter we send you.

You can submit a motor finance information request or complaint by using ouremail form.

No. Your details will be reviewed by the team and they will contact you directly to confirm if you have a DCA or a non-DCA commission that is in scope of the FCA investigation.

For DCA commission queries, yes. DCA models were banned by the FCA from 28 January 2021, so if you took out a Hire Purchase or Personal Contract Purchase motor finance agreement after this you shouldn’t have paid any discretionary commission. If your agreement was taken out before 28 January 2021, by completing our email form below. We will then let you know if a DCA was used in your motor finance agreement.

You can submit a motor finance information request or complaint by using ouremail form

We’ll need some information from you to find your agreement, including your name, address at the time you signed the agreement and your date of birth. It would help if you could share:

• Vehicle make and model
• Account or agreement number
• Registration number
• Dealer or Broker name
• When the vehicle was delivered to you (can be approximate)

If your agreement was more than seven years ago, we may no longer hold your details. If you can provide a copy of your agreement, this will help us identify whether a DCA was applicable.

You can submit a motor finance information request or complaint by using our email form.

Yes. Please call us on 0117 908 6589 to give us 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 safeguard you, they’ll need to give your personal details and their own to discuss your request or complaint.

Yes, you can if you are an executor of the estate or close relation. We’ll ask you to share some supporting documentation, such as copies of the death certificate and some details about the customer to allow us to identify and verify the correct agreement. Please fill out the form with the customer’s information and add a note in the ‘Any additional information’ field, along with your own name and contact details. This will help us to understand the situation and support you appropriately.

You can submit a motor finance information request or complaint by using our email form.