Information for customers
The Financial Conduct Authority’s compensation scheme has been legally challenged and has been partly suspended, which will delay potential compensation. The challenges are expected to be heard in court (Upper Tribunal) on either 14 to 18 December 2026 or 16 to 26 February 2027.
We’ll provide more 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 bought a motor vehicle using finance between 6 April 2007 and 1 November 2024.
Complaints about agreements covered by the FCA’s scheme have been paused because of a legal challenge. This will delay any potential compensation. We’ll get in touch when we know more.
When we’ll respond to you depends on when your agreement started and when you complained.
Agreement start date | When you complained | When we'll aim to respond |
| Before - 1st April 2014 | On or before the 31 August 2026 | By January 18 2027 |
| After 31 August 2026 | Within five months | |
| On or after 1 April 2014 | On or before 30 June 2026 | By 18 November 2026 |
| After June 30 2026 | Within five months |
We’ll respond to complaints about agreements that aren’t covered by the FCA’s scheme as soon as possible.
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
We'll get back to you in line with FCA guidance
For more information on when you’ll hear from us, see when you’ll hear more about your complaint.
If you still have questions, you can:
If you have more than one representative (claims management company or law firm), we need you to confirm who you want to represent you.
We can’t progress your complaint until you’ve done this because by having more than one representative, it is likely to delay the progress of your complaint and any redress being paid.
Please note, you don’t need to use a representative. It’s free and simple to do it yourself.
When you’ve decided, you’ll need to confirm your decision with us and any other representatives you’ve already instructed.
The representative may ask you to pay a fee which must be reasonable and reflect the work done. Check your terms and conditions and if you're not happy, find out how you can complain by visiting the FCA website here.
Confirm your preferred representative by:
• emailing us at commission.complaints@closebrothers.com
• calling us on 0333 321 4747 (we’re here Monday to Friday between 9am and 5pm, excluding UK bank holidays)
You’ll need to tell us:
• your full name
• your date of birth
• your complaint reference (if known)
• your current and previous addresses, including postcode, at the point your agreement ended
• the name of the representative you want to act for you
Once we’ve received and verified these details, we’ll update our records and confirm the change to you by email or post, depending on your communication preferences.
You’ll need to contact any other representatives you’ve already instructed to let them know that you wish to cancel. Check your terms and conditions for any fees they may charge.
We’ll confirm this to you by email or post, depending on your communication preferences. We’ll communicate with you (if you would like us to deal with your complaint direct) or your preferred representative about your complaint going forward.
Yes. The decision about who represents you is entirely up to you.
If you want to change who’s representing you, you’ll need to contact representatives you’ve already instructed to let them know. You’ll need to be aware of any cancellation or exit fees.
When you’ve decided who you’d like to represent you, let us know and we’ll update our records.
If you’re unhappy with the service you’ve been provided from your professional representative, you should contact the firm and follow their complaints process.
No. The decision about who represents you is entirely up to you.
We can’t recommend any representative. If you choose to use one, you should make sure they are the right fit for your circumstances.
Before you agree to their services, you should get a clear breakdown of their fees and charges. Fees may may apply if you instruct a representative and terminate the relationship so it’s important you review their terms and conditions carefully, to understand any potential costs. If you’re unsure, contact the firm directly to clarify their position.
For more guidance:
• if you’re using a claims law firm, visit the SRA website
• if you’re using a claims management company, visit the FCA website
Please note, you don’t need to use a representative for your complaint. It’s free and simple to do it yourself.
If you appoint more than one representative:
• your complaint could be delayed while representation is clarified
• you may receive communications from several different organisations which could be confusing
• different representatives may each believe they are authorised to act for you
• some representatives may charge cancellation or exit fees if you decide not to continue with them
• you may incur costs or obligations under agreements you have signed
We recommend you carefully read any terms and conditions before you decide who should represent you.
Please note, you don’t need to use a representative for your complaint. It’s free and simple to do it yourself.
The FCA advises customers to only sign up with one representative. Signing up to more than one could lead to confusion, multiple fees and will slow down the process. This means we have implemented a strategy in line with the FCA guidance.
This means all complaints can only be managed by one party. This could be you or a representative.
Contact us and we'll check our records. You can contact us by:
• emailing us at commission.complaints@closebrothers.com
• calling us on 0333 321 4747 (we’re here Monday to Friday between 9am and 5pm, excluding UK bank holidays)
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.