Please be mindful of scam calls - we are not currently contacting customers about any potential compensation
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.
Whilst the FCA has now published their consultation of the potential redress scheme, we won’t know what this may mean for our customers and who it may apply to until the outcome of the consultation is known. The FCA are expected to publish the outcome in early 2026. As a result, we are not currently contacting customers, and we would also not ask you for your personal information.
If you receive one of these potential calls or scam messages, please hang up the call immediately and do not reply to any text messages you may receive.
For information on how to report any scam calls or texts please see our FAQ page.
If you would like any information on how to help protect yourself from scams, please click here.
Update following the FCA announcement
On the 1 August 2025, the UK Supreme Court delivered its decision regarding commissions in motor finance agreements. Following this, on the 3 August 2025, the Financial Conduct Authority (FCA) confirmed that it would consult on a potential redress scheme to review certain commission arrangements within the industry.
The FCA’s consultation is now open. Volkswagen Financial Services, as with other lenders, are committed to working with the FCA on the consultation in a timely manner. We won’t know what this means for our customers and who this may apply to until the outcome of the consultation is known. The FCA are expected to publish the outcome in early 2026.
What this means for you now
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.
Once the outcome of the FCA consultation is published, we’ll be reviewing all existing open complaints and will contact you directly if any further information or action is required.
For further information, please see our FAQs. Thank you for your patience and understanding.
Motor finance commissions complaints
The FCA previously placed a complaint handling pause on complaints involving a discretionary commission arrangement (DCA) until after 4 December 2025. This was to give lenders time to investigate and respond. The FCA extended this complaint handling pause to all motor finance commission complaints (i.e. including motor finance agreements not involving a DCA).
Who this applies to
This applies to you if:
• You used car finance to buy or lease a motor vehicle, for example a car, van or campervan (this includes using either Solutions Personal Contract Plan (PCP), Hire Purchase, Lease Purchase, Contract Hire or Finance Lease).
If this doesn’t apply to you, but you have a complaint about another issue, please see our customer concern policy.
How do I complain?
You can submit your complaint 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.
Discretionary commission arrangement complaints
On 11 January 2024 the Financial Conduct Authority (FCA) made an announcement that it would be looking into customer complaints relating to discretionary commission arrangements (DCA) prior to the FCA’s ban on discretionary models in 2021.
The FCA are reviewing arrangements up to 27 January 2021 and will apply to customers who took out a credit agreement during this time where a discretionary commission arrangement was in place with the retailer.
Customers who took a credit agreement after 27 January 2021 and customers who had a hire agreement, are out of scope for a DCA complaint.
Whilst the FCA carries out its review it has paused the 8 week deadline for motor finance firms to provide a final response on discretionary commission complaints. If you have raised a complaint with us regarding a DCA since 17 November 2023 you can expect to receive a final response from us after this pause (i.e. after 4 December 2025).
Customers who have already made a discretionary commission complaint to us, and received a final response during the period 12 July 2023 to 29 April 2025, will now have until 29 July 2026 to refer their complaint to the Financial Ombudsman Service.
For further information on the FCA's work in this area, please visit their website.
What is a discretionary commission?
Before January 2021, some lenders allowed brokers (the person that arranges the loan, for example, your retailer) to adjust the interest rates they offered for car finance.
Typically, the amount of commission earned by a broker was determined by the interest rate that the agreement had been contracted at - the lower the interest rate, the lower the commission the broker received, and vice versa. This was known as a discretionary commission arrangement. Since January 2021, this commission model is no longer allowed.
Which customers could this apply to?
· You used car finance to buy a car before 28 January 2021, using either Solutions Personal Contract Plan (PCP), Hire Purchase or Lease Purchase
· Volkswagen Financial Services and your retailer had a discretionary commission arrangement
This doesn’t apply if:
· Your finance agreement had a 0% APR
· You used car finance to buy a car on or after 28 January 2021
· You used a hire agreement, such as a Contract Hire or Finance Lease
If this doesn’t apply to you, then our standard complaints procedure will apply.
How do I contact you about a DCA?
If your enquiry relates to motor commission and you would like to establish if a discretionary commission arrangement applied to your agreement, please complete the enquiry form by clicking on the link below.
If we believe you may have had a DCA we will create a complaint and send you an acknowledgement. If you did not have a DCA we will confirm in our response.
For Porsche agreements entered into before 1 July 2010, Porsche finance was provided by Black Horse Limited (trading as ‘Black Horse’) and you will need to redirect your enquiry to Black Horse Motor commission complaints.
For more information, please see our customer concern policy
Frequently asked questions - UK
Supreme Court Judgment on Motor Finance Commissions
What is the UK Supreme Court judgment about?
The UK Supreme Court delivered a decision regarding commissions in motor finance agreements.
How does this affect me?
The Financial Conduct Authority (FCA) has now published their consultation on a potential redress scheme regarding certain commission arrangements. Volkswagen Financial Services, as with other lenders, are committed to working with the FCA on the consultation in a timely manner. We won't know what this means for our customers and who it may apply to until the outcome of the consultation is known, which is expected in early 2026.
We'll contact you directly if further information or action is needed.
I’ve already made a complaint or claim – what happens now?
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’ll be reviewing all existing open complaints once the outcome of the FCA consultation is published which is expected in early 2026. We will then contact you directly if any further information or action is required.
Where can I get updates?
We’ll update this page as soon as more information becomes available.
I’ve received a call from you regarding compensation.
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.
Third party Scam Websites.
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.
Do I need to use a third party to raise a commission enquiry?
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.
I’ve already raised a commissions enquiry via a third party and have questions on what to do.
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.