Information for customers
On 30 March, the Financial Conduct Authority (FCA) published their Policy Statement about a consumer compensation scheme on motor finance commission payments.
More information can be found on the FCA’s website here. We’ll provide further updates on this page once available.
What you should know:
On 11 January 2024, the FCA announced a review of the vehicle finance market. This was due to the high number of customer complaints about discretionary commission arrangements, which were banned in January 2021. This announcement extended the time we have to respond to complaints about discretionary commission arrangements.
On 25 October 2024, the Court of Appeal changed the legal standard needed for lenders like us to make customers aware of commission payments related to their finance on the basis that dealers owe a fiduciary duty to their customers when arranging vehicle finance.
On 22 November 2024, we submitted an application for permission to appeal the Court of Appeal's judgment in respect of the "Hopcraft" vehicle finance commissions case.
On 11 December 2024, we were informed that permission to appeal had been granted by the Supreme Court. The FCA announced that before it could take any further steps it would need to wait for the Supreme Court's decision.
On 19 December 2024, the FCA announced that they were extending the time that motor finance lenders have to respond to complaints about any commission payments linked to vehicle finance. This pause was extended and is now due to last until 31 May 2026.
On 1 August 2025, the Supreme Court confirmed that the dealers did not owe a fiduciary duty, but there can be situations where the relationship between the customer and dealer can be unfair.
On 3 August 2025, the FCA announced their plans to establish a consumer compensation scheme and there would be a consultation to outline the proposed scheme and who would be eligible.
On 7 October 2025, the Financial Conduct Authority (FCA) published their consultation on the proposed vehicle finance compensation scheme. This closed on 12 December 2025 and we’re now waiting for further updates.
On 3 December 2025 the FCA announced an extension to the pause on lenders responding to complaints around vehicle finance commissions until 31 May 2026. This will give us sufficient time to be ready to respond to complaints – as well as making sure customers receive fair and timely outcomes when any compensation scheme begins.
They’ve said any scheme will be easy for customers to understand and participate in without needing to use a claims management company or law firm. So, we’d encourage you to continue to submit any complaints to us directly.
STEP 1
Check your details to complain about commission
Enquire online
Our online form is the quickest way to make a complaint about commission linked to your vehicle finance. It takes less than 5 minutes to complete. Once you’ve submitted your complaint, you’ll get an email receipt.
For other types of complaint, or if you’re making a complaint on behalf of someone else, contact our complaints team.
STEP 2
Our specialist complaints team will review your information
If we find your vehicle finance agreement, we'll raise a complaint for you.
STEP 3
The FCA put in place a pause in responding to customers complaints about commission. This will ensure complaints are dealt with fairly by all vehicle finance lenders.
The pause is currently due to end 31st May 2026.
Latest information from the FCA around their review of commission arrangements and consultation into a compensation scheme.
Updates from the FOS on vehicle commissions complaints
For more information on our complaints handling procedures for complaints about commission you can download a copy of our complaints policy.