Motor Finance Commission Complaints – An Update for Our Customers
During 2024, the Financial Conduct Authority (FCA) announced their intention to undertake work on the motor finance market in relation to historic motor finance agreements where a discretionary commission arrangement was used. You can read more about their announcement here.
On 7 October 2025, the FCA published their consultation paper on a proposed motor finance redress, or compensation scheme with the consultation period lasting until 12 December 2025.
Although the FCA have published their proposed approach to the potential redress scheme, we won’t know how it will work or what the full criteria will be for cases which qualify for it, until they publish their final decision following their review of the consultation.
They have said that any scheme will be simple for customers to understand and that you won’t need to use a complaints management company or law firm to take part in it. We’ll publish any updates we have on our website and across our social media channels. We encourage you to engage with us directly and use the forms we have on our website to submit any complaints to us.
If you’d like to submit a complaint to us, you can find more information on the complaints page of our website, here.
Under our usual complaints procedure, we are required to issue you with a final response within 8 weeks of receiving your complaint. However, the FCA issued an update on 03 December 2025 extending the pause for us to provide you with a Final Response. This means you will receive a Final Response between 01 June 2026 and 27 July 2026. You can read more about this extension here.
Frequently Asked Questions
DCA’s were commonplace until the FCA banned them in 2021. A DCA allowed a broker, such as a car dealer, a limited amount of discretion over the interest rate charged to customers to alter the rate of commission they earned for introducing a customer to a finance company.
You can read more about the work the FCA are undertaking into Motor Finance on their website here.
The FCA are consulting with companies in the motor finance sector, such as Borderway Finance, on how a possible redress, or compensation scheme, would work for those who have suffered historic harm. You can read more on this scheme here.
The FCA are proposing that certain agreements written between April 2007 and 1 November 2024 will fall under their scheme. Borderway Finance Limited began trading on 1 April 2014 so only agreements written between then and 1 November 2024 would be included.
If your agreement with Borderway Finance was introduced to us through a broker, such as a motor dealer, between 1 April 2014 and 28 January 2021, it may have a DCA however not all agreements will be affected.
You do not need to use a Claims management or Legal Firm to complain to us. We have a form on our website which you can fill in here.
Alternatively, further contact details can be found here.
If you have already complained to us and we have not issued you with a Final Response, you do not need to do anything more. We will contact you when we know more following the FCA consultation and will have updates on our website or across our Social Media channels.