The Financial Conduct Authority (FCA) has instructed lenders to pause responding to certain complaints about motor commission until after 4th December 2025.

You can find more details on the FCA’s website here – https://www.fca.org.uk/consumers/car-finance-complaints

Information about the FCA’s Pause on Motor Commission Complaints:

On 11th January 2024, the FCA announced its intention to review historical discretionary commission arrangements (DCA) within the motor finance industry. As a result, they have paused the requirement for lenders to respond to complaints involving DCAs. This pause was extended on 19th December 2024 to include complaints related to non-discretionary commission arrangements (non-DCA).

Temporary Changes to Complaint Time Limits for DCA and Non-DCA Complaints:

The deadline for us to respond to certain motor commission complaints is paused until after 4th December 2025. This means the usual eight-week timeframe for our response is on hold, and you won’t be able to refer your complaint to the Financial Ombudsman Service until after this pause ends.

You will have more time to take your complaint to the Financial Ombudsman after we issue our final response. Instead of the usual six months, you will have until 29th July 2026, or 15 months from the date of our final response letter, whichever is later. We will confirm the specific timeline in our final response to you.