Motor Finance Commission Complaints

The FCA previously placed a complaint handling pause on motor commission complaints until after 4 December 2025. This was then extended to 31 May 2026. Due to the need to work through how to deal with the scheme requirements and the reasons for the challenges, it is not yet clear when we will be able to communicate further information to you. When we have a clearer understanding of the next steps, we will provide further information.

We are not expecting to hear the Upper Tribunal’s findings relating to the scheme until late 2026.

After carefully reviewing the FCA’s scheme, four organisations including ourselves, submitted an appeal to the Upper Tribunal. This was in relation to certain aspects of the FCA’s proposed implementation. Our appeal is intended to provide additional clarity on how the scheme should be applied across the industry, helping to ensure outcomes are fair and accurate.

The Tribunal will now consider the appeal and issue a judgment in due course. Current timelines for this and when we will be able to respond to customers regarding their specific agreements are unknown as we wait for further information. 

While this process is ongoing, we want to reassure you that:

• There is no action you need to take. If you have already complained, we have received this and will come back to you when we can. If you would like to raise a complaint you can do so here Motor Finance Commission Complaint Form
• Our focus remains on implementing the FCA scheme clearly and accurately.

We will take action promptly once further guidance is confirmed and will keep this page updated as and when we have further news. 

If you’ve previously submitted a complaint or claim about motor finance commissions, please be assured that your case remains under review with us unless we have already written to you with a final response letter informing you that your complaint has been closed. 

The FCA announced on the 3 December 2025 that customers who used car finance to lease a vehicle will be outside the scope of the FCA’s future redress scheme. This means the pause in coming back to your complaint has now been lifted. 

As a result, we are communicating to all lease customers who have submitted a complaint. This will be our final response confirming the outcome of your complaint.

You can submit your motor commission complaint by using the form below. 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.

Complete Form

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.

If you’ve previously submitted a complaint or claim about motor finance commissions, please be assured that your case remains under review with us, unless we have already written to you with a final response letter informing you that your complaint has been closed. 

We are now waiting for the Upper Tribunal’s findings. Current timelines for this and when we will be able to respond to customers regarding their specific agreements is unknown as we wait for further information. 

While this process is ongoing, we want to reassure you that:

• There is no action you need to take. 
• Our focus remains on implementing the FCA scheme clearly and accurately.
• We will take action promptly once further guidance is confirmed and will keep this page updated as and when we have further news. 

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

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

We are not currently contacting customers regarding potential compensation relating to commissions. 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.

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

You do not need to raise any commission enquiries via a third party such as a solicitor or claims management agency. You can contact us directly via our Motor Finance Commission Complaint Form.

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. 

The FCA’s motor finance redress scheme is intended to apply to certain customers who took out motor finance agreements where commission arrangements were not made clear or fair. We will review all relevant agreements in line with the FCA’s rules, and following the findings from the Upper Tribunal. If you are eligible under the scheme, we will contact you directly—there is no need to take any action right now

We will review our records to identify whether your agreement included a discretionary commission arrangement. If your agreement is in scope of the FCA’s scheme following the Upper Tribunal’s findings, we will contact you to let you know. You do not need to request this information separately at this time but if you want to raise a complaint you can do so here: Motor Finance Commission Complaint Form

We will be contacting all customers who are eligible under the scheme, so you do not need to do anything. If you prefer not to wait our complaint form is still available here.