Information for customers
On 1 May 2026, the Financial Conduct Authority (FCA) confirmed their compensation scheme had been legally challenged. This will delay communication and potential compensation.
More information can be found on the FCA’s website.
We’ll provide further updates on this page once available.
What you should know:
The(FCA) has completed its review into vehicle finance commissions. There’s a proposed compensation scheme to review agreements which may have been unfair. This relates to customers who took out vehicle finance between 6 April 2007 and 1 November 2024.
If your agreement meets the current conditions of the scheme, we’ll respond to you in line with the FCA’s scheme rules. The scheme has been legally challenged, which will delay communication and potential compensation. More information can be found on the FCA’s website - fca.org.uk/consumers/car-finance-complaints.
If you submitted your complaint after 1 June 2026 and your agreement doesn’t meet the conditions of the scheme, we’ll aim to give you an outcome within eight weeks of receiving your complaint.
If you’re calling about a complaint submitted before 1 June 2026 and your agreement doesn’t meet the conditions of the scheme, we’ll aim to respond within eight weeks of the pause being lifted.
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 had 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. Following a further appeal, on 1 August 2025, the Supreme Court confirmed that the dealers didn’t owe a fiduciary duty, but there can be situations where the relationship between the customer and dealer can be unfair.
On 7 October 2025, the FCA published their consultation on the proposed vehicle finance compensation scheme. On 30 March 2026, after consultation, they published their Policy Statement and final scheme rules outlining how the scheme will work. 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.
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
You can find more information on our complaints handling procedure here.