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Information about car finance complaints
Before 28 January 2021, some car finance agreements allowed dealers or brokers to adjust the interest rate offered to customers within a set range.
In certain arrangements, the level of commission received by the dealer could vary depending on the interest rate applied. These are sometimes referred to as discretionary commission arrangements.
The Financial Conduct Authority (FCA) has identified concerns about how some of these arrangements operated, including whether customers were provided with clear information about how interest rates and commissions were set.
As a result, the FCA banned discretionary commission models in car finance from 28 January 2021.
What this means for customers
If you took out car finance, you may be able to make a complaint depending on your individual circumstances, including how the agreement was arranged and explained.
Each case is assessed individually, and compensation is not guaranteed.
How some car finance arrangements worked:
In some car finance agreements, the dealer or broker may have been able to adjust the interest rate within a range set by the lender.
In certain cases, the level of commission paid to the dealer could vary depending on the interest rate applied.
This type of arrangement is sometimes referred to as a discretionary commission arrangement.
Why this may be relevant:
The Financial Conduct Authority (FCA) has identified concerns about whether customers were always given clear information about how interest rates and commissions were set.
For example, customers may not have been aware that:
The interest rate could be adjusted within a range
The dealer or broker may receive different levels of commission depending on the rate applied
What this could mean:
If this applied to your agreement, you may be able to make a complaint depending on your individual circumstances.
If a complaint is successful, this may result in compensation. The outcome will depend on the specific details of your case.
Compensation is not guaranteed and each case is assessed individually.
Could this apply to your car finance?
There are a number of factors that may be relevant when considering whether you can make a complaint:
Your finance agreement may have been taken out before 28 January 2021, when the Financial Conduct Authority (FCA) introduced changes relating to certain commission arrangements
Your finance agreement may have been a type such as Hire Purchase (HP), Conditional Sale (CS), or Personal Contract Purchase (PCP)
The agreement may have involved a commission arrangement where the interest rate could be adjusted
If you are unsure about the type of agreement you had or how it was arranged, we may be able to review this with you.
Each case is assessed individually, and compensation is not guaranteed.
Other factors that may be considered:
When assessing a complaint, a range of factors may be taken into account. For example:
Whether you are still making payments, have repaid the finance, or the agreement has ended
Whether you still have the vehicle, have sold it, or it was repossessed
The outcome of a complaint will depend on the individual circumstances of your agreement, including how the finance was arranged and explained.
Some complaints may relate to how interest rates and commission arrangements were applied and disclosed at the time.
Each case is assessed individually, and compensation is not guaranteed.
How to make a complaint
f you have a car finance agreement, you may be able to make a complaint depending on your individual circumstances.
The Financial Conduct Authority (FCA) is currently reviewing motor finance commission arrangements and is in the process of introducing a potential industry-wide compensation scheme.
What this means
As part of this process:
Lenders may be required to review past agreements and identify whether customers have been affected
The way complaints are handled may change once the FCA publishes its final rules
Some complaints may take longer than usual while this process is ongoing
How we can help
If you choose to proceed, we can help you understand your options and assist you in making a complaint.
In some cases, we may contact your lender, with your consent, to request information about your agreement and assess whether a complaint may be appropriate.
Important information
You are not required to use a claims management company to make a complaint. You can do this yourself for free, either directly to the lender or via the Financial Ombudsman Service.
If a complaint is successful, this may result in compensation. The outcome will depend on your individual circumstances.
Our Fees Explained
No Win, No Fee - This means that if we are unsuccessful in the claim, then no fee is due to the business.
We only charge 28% on any successful claim any successful discretionary commission claim*. There are no hidden fees. This means if we are successful with your claim, you will receive 72%. For example, if you are rewarded £1,000, our fee would total £280.
Compensation may be used by your finance provider to reduce any outstanding liabilities, arrears, or debts you owe them.
*The only exception of charging 25% if the compensation value was between £10,000 - £24,999, 20% if the compensation value was between £25,000 - £49,999, and 15% if the compensation value was £50,000 or above.
The fee illustrations are not to be taken as an estimate of the amount likely to be recovered for you. (We have never received to date an offer of compensation exceeding £18,000 but are legally obliged to provide such fee illustrations to you).
Delays in responses from finance providers
When you make a complaint to a finance provider, they will usually aim to provide a final response within eight weeks. If they do not respond within this timeframe, or you are not satisfied with the outcome, you may be able to refer your complaint to the Financial Ombudsman Service.
However, due to a high volume of complaints relating to motor finance commission arrangements, the Financial Conduct Authority (FCA) has introduced a temporary pause on firms issuing final responses while it reviews these matters and considers whether further action is required.
The FCA has indicated that this pause is expected to end in May 2026. Once the pause is lifted, finance providers may resume issuing final responses, although timeframes may vary.
The FCA is also considering whether to introduce an industry-wide redress scheme for certain motor finance agreements. Further details are expected once the FCA has completed its review.
What this means for you
As a result, it may take longer than usual for your complaint to be reviewed and for a response to be provided.
If you choose to proceed with a complaint, we will keep you informed of any updates we receive from your lender or any relevant regulatory developments.
