General enquiries and complaints
Please be advised that the Financial Conduct Authority (FCA) has implemented revised timescales for the handling of complaints related to Motor Finance Commission. These timelines differ from those set out in our standard complaints procedure.
- The deadline for issuing a final response to such complaints has been extended beyond 4 December 2025.
- Additionally, consumers now have until 29 July 2026, or 15 months from the date of our final response—whichever is later—to refer their complaint to the Financial Ombudsman Service.
For more information about the FCA’s work on motor finance commission complaints, please visit: https://www.fca.org.uk/carfinance