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.

Customer Update

• The legal challenge will be in either December 2026 or February 2027.
• Payments under the scheme are not expected to begin until 2027.

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 will 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

• You can contact us now and we will check 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, 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 over 30% of any compensation.
The FCA recommends that you do not sign up to multiple CMCs or law firms 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 would like further information, please contact us on 01495 717171 or email complaints@familyfinanceltd.co.uk.