On 11 January 2024, the Financial Conduct Authority (FCA) announced a review of historical discretionary commission arrangements (DCAs) in the motor finance industry and paused the requirement for lenders to respond to related complaints.
This pause was extended on 19 December 2024 to also include complaints involving non-discretionary commission arrangements (non-DCAs).
The FCA has further extended the pause and given lenders until after 31 May 2026 before they start responding to certain complaints involving motor commission.
You will then have up to 15 months from the date of our final response letter or until 29 July 2026 (whichever is the later) to refer your complaint to the Financial Ombudsman Service. The timelines will be confirmed in our final response to you.
We are reviewing the FCA’s motor finance redress policy statement, announced on 30 March 2026 and will respond in line with our legal and regulatory obligations. Our priority remains supporting customers fairly and consistently.
If you have previously submitted a complaint, you do not need to take any action. Further information for customers will be made available here.
For the latest information from the FCA, please click here.