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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 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.