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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 if I haven’t been assigned a complaint handler yet but want repairs completed on my vehicle?
If you have unauthorised repairs carried out on your vehicle, this will take away our opportunity to inspect and understand if the issue(s) / fault(s) were present or developing at point of sale and could affect our ability to place liability.
If you’ve discussed and agreed repairs with the dealership you purchased the vehicle from and there’s no cost to you, you can carry out the repairs without authorisation from us whilst we still investigate your complaint. Once a complaint handler has been assigned to your case, they’ll be in touch but if you have repairs carried out before this, please let us know.