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Family Finance Ltd, 93 Commercial Street, Tredegar, Gwent, NP22 3DN.
Registered in England No 00525612 since 1953.

Authorised and regulated by the Financial Conduct Authority and included on the Financial Services Register. FirmReference Number 705451 as a lender.

Our Bridging Loans/Secured Loans are only available to commercial customers and are not regulated by the Financial Conduct Authority (FCA)

Designed & Built by CREO

Armed Forces Covenant

Motor Finance Commission Complaints Update

You may be aware of press coverage in relation to motor finance commission complaints.

Although the Financial Conduct Authority (FCA) published a redress scheme on 31st March 2026 about how such complaints should be handled
(details can be found here: Millions of car finance customers to get payouts this year | FCA), this has now been legally challenged.

 

Important Information

  • Family Finance Limited has never operated a discretionary commission arrangement.
  • We have never had any commercial arrangements (contractual ties) where a broker was required to use Family Finance Limited exclusively or could influence our lending decision.
  • None of our loan agreements have ever involved either of the above arrangements.
  • Therefore neither of these scheme criteria apply to any of our finance agreements.

Customer Update

  • The Upper Tribunal has confirmed it will hear the legal challenges to the motor finance compensation scheme between 16 to 26 February 2027. Motor finance legal challenge to be heard in February 2027 | FCA
  • A judgment is expected in the following months. Until the legal process concludes, lenders do not need to calculate or pay compensation under the scheme.
  • If you have complained, we may tell you if you are not owed compensation. However, some consumers may not be told until the legal process concludes, so not receiving a letter does not necessarily mean you are owed compensation.

 

If you have complained and are outside the scope of the scheme  

If your complaint is in time and you are not owed compensation under the scheme, we will tell you by:

  • 18 November 2026, if your agreement began on or after 1 April 2014 and you complained by 30 June 2026.
  • 18 January 2027, if your agreement began before 1 April 2014 and you complain before 31 August 2026.

If you complain after these dates, and you are not owed compensation, we will tell you within 5 months of receiving your complaint.

If you have complained and are inside the scope of the scheme

Your complaint may be placed on hold awaiting the outcome of the legal challenge. This does not automatically mean you are entitled to compensation, each case will be reviewed and determined in line with the final scheme guidance.

 

For customers who wish to make a complaint

  • If you are concerned about your car finance agreement and have not yet complained, you can complain directly to us for free.
  • You can contact us now and we will check whether your agreement falls under the scheme.
  • Once the scheme is finalised we will contact you automatically if you are owed redress, even if you do not make a complaint.
  • If you wish to register a complaint, please use this form and select ‘Motor Commission’ from the dropdown for type of enquiry.
  • If you engage a claims management firm to act on your behalf, you may lose a significant portion of your compensation due to fees.
  • You do not need a law firm or claims management company (CMC), which may charge 36% of any compensation.
  • If you want to cancel an agreement with a CMC or law firm, you may be asked to pay a fee. That fee must be reasonable and reflect the work done. Most car finance claims are still at an early stage, so check any fee demand carefully.
  • Don’t sign up with more than one CMC or law firm as you may be charged multiple fees.

If you have used a CMC or law firm and are unhappy with how they have handled your case or the fees charged, you should complain.

 

If you have changed address since your motor finance agreements, please email complaints@familyfinanceltd.co.uk with “Motor Commission” in the subject and include:

  • Full Name
  • Agreement number (or car registration if known)
  • Old address
  • New address

If you would like further information, please contact us on 01495 717171 or email complaints@familyfinanceltd.co.uk.