Motor Finance Commission Complaints

Under the scheme rules that remain in force, we must contact customers who have complained and are not owed compensation (subject to limited exceptions). 

If this applies to you, we’ll write to you by:

• 18 November 2026, if your agreement began on or after 1 April 2014 and you complained by 30 June 2026.
• 18 January 2027, if your agreement began before 1 April 2014 and you complain by 31 August 2026.

The timings as to when we will issue communications are currently unknown and are dependent on the Upper Tribunal findings. However, the FCA expects compensation payments to begin in 2027 at the earliest. Lenders do not need to calculate or pay compensation under the scheme until the legal process concludes. 

You can simply log your complaint via our Motor Finance Commission Complaint Form. Please include as much information as you can to help us find your agreement. Once you've made a complaint, we will send you an acknowledgement, so you know we've received it.

For your peace of mind, you don’t need to use a law firm or claims management company (CMC) to issue/manage your complaint. Please also ensure you don’t sign up to multiple CMCs or law firms as you may be charged multiple fees.

Under the scheme rules if you are not owed compensation, we will contact you:

• By 18 January 2027, if your agreement began before 1 April 2014 and you complain by 31 August 2026.
• Otherwise within 5 months of receiving your complaint for all other cases. 

Our legal challenge focuses on the approach used in finding unfairness and loss, and the calculations for redress. We support compensation for customers who have been disadvantaged, but believe a scheme must be lawful and fair.  

For more information regarding our challenge, see: Motor finance scheme: legal challenge documents | FCA

We’ll update this page as soon as more information becomes available.

Information can also be found on the FCA website: Car finance claims

For Porsche agreements entered into before 1 July 2010, Porsche finance was provided by Black Horse Limited (trading as ‘Black Horse’). Please redirect your motor commission complaint to Black Horse Motor commission complaints.

The FCA has published the names of two websites using our trademarked names without permission. They are also not authorised or regulated by the FCA. Please do not engage with these websites. 

Volkswagen PCP Claims / volkswagenpcpclaims.co.uk | FCA

Audi PCP Claims / audipcpclaims.com | FCA

If you’re not sure whether a call or message you’ve received about the scheme is real, you can verify the details by:

• Contacting us. You can view our contact details here
• Visiting the FCA website. The FCA publishes all lender contact details on their website: Car finance list of lenders | FCA

As parts of the scheme are currently paused, we are not calculating or contacting customers about compensation payments. The FCA does not expect payments to begin until 2027 at the earliest. Please see our ‘What does this mean for you’ section to learn more.

In the meantime, it is important to be mindful of scams. The Financial Conduct Authority (FCA) has made us aware that there are potential scammers attempting to contact customers offering fake compensation, to try and collect their personal details, such as your name, address, date of birth and bank details. 

If you receive one of these potential calls or scam messages, please hang up the call immediately and do not reply to the message. 

If you are based in England, Wales or Northern Ireland you can report the scam attempt to Action Fraud, which is the UK’s centralised fraud centre on 0300 123 2040  or via their website Action Fraud.

If you are based in Scotland, please report this directly to the police by calling 101.

If you have already contacted a third party and you have any questions on this process, the best thing to do would be to contact them directly to understand how they will manage your enquiry. 

However, you may find some useful information on how this process will work by visiting www.sra.org.uk/motor-finance-compensation.