Information for firms on motor finance complaints 

Information for firms affected by our review into the historical use of discretionary commission arrangements (DCAs) in the motor finance industry.

We’re using our powers under s166 of the Financial Services and Markets Act 2000, to review sales of historical motor finance commission arrangements across several firms.

As part of this, we've introduced new rules that came into force on 11 January 2024. These rules will help us ensure that our approach to providing any potential redress leads to the right outcomes for consumers and the effective functioning of the motor finance market.


  • pausing, for 37 weeks, the requirement on firms to provide a final response to a complaint about motor finance agreements with discretionary commission arrangements (DCAs) within 8 weeks of receiving the complaint 
  • extending the time consumers have to refer DCA complaints to the Financial Ombudsman Service from 6 to 15 months, if the firm sent its final response to the complaint within the period specified in the rules

What you need to do

If your firm is affected by these changes, you must ensure that you comply with the rules in Appendix 5 of the Dispute Resolution: Complaints Sourcebook (DISP App 5) that are relevant to your business.

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