Motor Finance Commission Complaints Update

You may be aware of press coverage in relation to motor finance commission complaints. In response to this, the Financial Conduct Authority (FCA) issued final guidance about how such complaints should be handled.

The details can be found here: Millions of car finance customers to get payouts this year | FCA.

Customer Update

For customers who have already complained (either directly or via a Claims Management Company (CMC)):

• If we owe you any redress under the scheme, we will contact you by:
  • 30 September 2026 for loans taken out from 1 April 2014
  • 30 November 2026 for agreements before 1 April 2014
• We recommend you await our direct contact.

For customers who wish to make a complaint:

• You can contact us now and we will temporarily put your complaint on hold until we have verified whether your agreement falls under the scheme.
• 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 now, please use this form and select ‘Motor Commission’ from the dropdown on 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.

We will also contact any customers who previously received a final response related to a commission complaint.

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