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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: We're back open for business
Following the UK Court of Appeal judgment on Friday 25th October, we took the decision to pause new business from Monday 28th October while we worked to mitigate the legal implications to protect our dealers, brokers and customers.
We have now made the necessary adjustments to ensure the business can operate within the legal requirements set out in the judgment and are now open for new business in MotoNovo. We do understand the pause to new business created challenges for you, and we thank you for your patience and support while we have been navigating the impact of the judgment.
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.