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Sign in / registerDiscretionary Commission Arrangement (DCA) Complaints
On 11 January 2024, the Financial Conduct Authority (FCA) announced that it’ll be carrying out a review into discretionary commission arrangements within the motor finance industry. For more information, please click here.
Important update: temporary pause on new finance proposals
To all our valued customers, following a recent Court of Appeal decision which considered the payment of commission from lenders to motor dealers, we’ve temporarily paused accepting new finance proposals while we make important updates to our processes. This decision allows us to ensure we continue providing the highest standard of service and support to all who finance with us.
If you are an existing customer, please rest assured—your finance agreement remains unaffected, and you will continue to receive the same reliable service and support as always. We appreciate your patience and understanding as we work to enhance our services. Our commitment to your experience and satisfaction remains our top priority and we aim to be open for new business quickly.
What happens after I raise a complaint about my vehicle?
Once you've raised your complaint, a complaint handler will be assigned to your case and contact you. As part of the investigation, we may ask an independent engineer to inspect your vehicle. We currently use Automotive Consulting Engineers Ltd (ACE LTD) and Scotia. They will aim to contact you within 48 hours from the date of instruction to arrange a convenient time and place for the inspection to take place (this can be at your home address or at a garage). You can be there while the inspection is being carried out, if you wish.
As well as a physical inspection, they may need to scan the on-board computer, note any faults, take photos where needed and take your vehicle for a test drive.
All findings will be sent in a report directly to us. Once we’ve received it, we’ll contact you and the dealership. We’ll use the report alongside any information you/the dealership has supplied to ensure a fair outcome.