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How-to · Step-by-step

How to complain about car finance commission

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In short. Gather your finance agreement, write to the lender explaining why commission was not fairly disclosed, ask for copies of broker commission statements, and escalate to the Financial Ombudsman if rejected or ignored after eight weeks.

The FCA is designing a redress scheme for discretionary commission on car finance sold before 28 January 2021, but complaints are not on hold — submit now to protect your position. This guide is general information, not legal advice.

Last reviewed:

·Estimated time: 1 hour

The steps

  1. 01

    Check whether your agreement may involve DCA

    Discretionary commission let brokers set your interest rate within a range and earn more commission at higher rates. Agreements from before 28 January 2021 are the focus of the FCA review. Read our car finance commission guide for context.

    Official link →

  2. 02

    Request documents from the lender

    Ask for your finance agreement, broker commission disclosure, and any rate-setting documentation. Lenders must respond to data requests under consumer credit rules.

  3. 03

    Submit a formal complaint to the lender

    Write with policy number, vehicle details, dates, and why you believe commission was unfair or undisclosed. Ask for compensation including interest overpaid. Keep copies of all correspondence.

    Official link →

  4. 04

    Wait for the final response

    The lender has eight weeks to issue a final response. If they reject your complaint or miss the deadline, you can escalate.

  5. 05

    Escalate to the Financial Ombudsman Service

    FOS is free for consumers. Submit within six months of the lender's final rejection letter. Include your complaint letter and the lender's response.

    Official link →

Common pitfalls

  • Claims management companies take large fees for work you can do free — complain direct first
  • Do not stop making finance payments while complaining unless the lender agrees — arrears harm your credit file
  • The FCA redress scheme may take until 2027 — complaining now still preserves your complaint date

FAQ

Does PCP qualify?
Yes — PCP, HP and other regulated consumer credit agreements may be in scope if discretionary commission applied.
Will complaining affect my credit score?
Complaining does not appear on your credit file. Missing payments while disputing does.
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