Commissions

In January 2024, the Financial Conduct Authority (FCA) paused the usual time limits for handling some motor finance commission complaints. This was while it reviewed past commission arrangements across the motor finance industry.

Following its review, the FCA published its final rules for a redress scheme on 30 March 2026. However, some parts of the scheme are being challenged. We don’t expect to know the outcome of this challenge until early 2027. Although we are not involved in the challenge, the FCA has agreed that parts of the scheme will be paused. Whilst there is a pause, we’re continuing to prepare for the scheme.

If you’ve already sent us a complaint, you don’t need to do anything else at this stage.

We’ll keep your complaint on hold for now. We’ll continue to monitor developments and contact you as soon as we can move your complaint forward. Your right to have your complaint considered will not be affected by these temporary arrangements.

The pause only applies to complaints that fall within the FCA’s redress scheme. If your complaint is outside the scheme, we’ll handle it under the FCA’s normal complaint-handling rules. We’ll contact you to explain what happens next.

If your agreement is within the scheme but no redress is due, we’ll also contact you in line with the latest FCA timelines. You can find the latest information and timelines on the FCA website here.

For the latest information from the FCA, please click here.

If you already have registered a complaint with us, no further action is required by you. We will provide further updates once we have completed our review and received guidance from the FCA. For the latest information regarding the FCA consultation, please click here.

You should check your contract with the CMC to see what it says about termination and your right to withdraw from the agreement. We will continue to correspond with the CMC until we receive confirmation from them that you have terminated your agreement. Once we receive this, we will update our records and contact you directly. 

You can register a commission complaint using the link below.

Please provide vehicle registration, finance agreement number and any previous postcode /surname at the time of your agreement.

Complete form
 

If you entered into a regulated motor finance agreement on or after 6 April 2007 where commission was paid, you’re likely to be eligible to make a complaint.  This will include Select, Hire Purchase, Lease Purchase and Contract Hire agreements.

This applies for any type of commission, e.g. a discretionary or a non-discretionary one.

If we’ve sent you a confirmation of your commission model type, we’ll automatically log a commission complaint on your behalf and send you a letter of acknowledgement.  As a result of the FCA broadening its review, we’ll do this even if we previously advised that your agreement was out of scope (due to commission type or your product type, e.g. Contract Hire or Finance Lease).

No further action is required from you.  We’ll investigate your complaint but won’t be able to send a final response until after the FCA commission complaints pause, i.e. after 31 May 2026.

A commission enquiry can take us a while to respond to if we can’t match your information to our records but we will come back to you and ask for additional information.

We’ll acknowledge receipt of your complaint within 8 weeks.  After the FCA has issued its new rules, we'll start to respond to complaints after 31 May 2026.

For the latest information from the FCA, please click here.