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 complaint's procedure.
- The deadline for issuing a final response to such complaints was originally extended beyond 4 December 2025.
- In December 2025, the FCA announced a further extension to the complaints handling pause on motor finance commission complaints util 31 May 2026.
- 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.
- Customers who are sent a final response on or after 30 January 2026, will have 6 months to refer their complaint to the Financial Ombudsman Service.