Motor finance commissions

The Financial Conduct Authority (FCA) have implemented a consumer redress scheme for customers who may have been affected by certain motor finance commission arrangements. This scheme has been partially suspended due to legal challenges, however you can still register your complaint.

This page provides information about the scheme, including how to make a complaint, answers to frequently asked questions, and updates on key milestones and timelines.

We are committed to supporting our customers and providing clear, up-to-date information as the industry-wide process continues to develop.

If you’ve already submitted a complaint, there’s nothing else you need to do right now.

Complaints that fall within the FCA’s Motor Finance Consumer Redress Scheme will be handled according to the scheme’s timescales. A partial suspension is currently in place while legal challenges are considered by the courts.

Hire and leasing agreements, such as Personal Contract Hire (PCH) and Contract Hire agreements, are not included in the FCA’s redress scheme. Any commission-related complaints about these agreements will be handled through our standard complaints process, and we'll respond within 8 weeks of receiving your complaint.

If your complaint is covered by the FCA’s Motor Finance Consumer Redress Scheme but you are not entitled to compensation, we’ll let you know:

• •
  By 18 November 2026 if your agreement started on or after 1 April 2014 and you complained by 30 June 2026.
• •
  By 18 January 2027 if your agreement started before 1 April 2014 and you complained by 31 August 2026.
• •
  Within 5 months of receiving your complaint if you complain after these dates.

If you have any questions, please visit our FAQ page for further information.

If you’ve already submitted a complaint, there’s nothing else you need to do right now as we will contact you in due course. We’ll update you further when we can, but we are reliant on the information shared by the FCA and the courts.

If you need to contact us about an existing commission complaint, the most effective way is by responding to our latest email communication to you. This ensures that the right team will see and address your query.

We are experiencing high volumes of contact, so thank you in advance for your patience.