Important: Motor Finance Commission Complaints
Updated: April 2026
The Financial Conduct Authority (FCA) has published final details of its industry wide compensation scheme (“the Scheme”).
Further information is also available on the FCA’s website: Car finance complaints | FCA
We expect most complaints involving motor finance commissions to be resolved within the Scheme. However, if you have already complained and your complaint does not meet the conditions of the Scheme, firms have up to 8 weeks from 31 May 2026 to provide a final response.
Using a claims management company (CMC) or law firm
You do not need to use a CMC or law firm to participate in the Scheme. If you are eligible for compensation, you will not receive a higher amount or receive payment any sooner by using a CMC or law firm.
The FCA has warned consumers;
“If you sign up to a CMC now, you may end up paying for a service you don't need, including up to 36% in fees, including VAT, out of any compensation you may receive.”
How do I contact you?
If you have a question or wish to raise a complaint, please use the details below;
Email:
Telephone: 0330 3031 286
Write to us: Customer Resolutions, Moneyway, Yorke House, Arleston Way, Solihull, B90 4LH
Please note: We are unable to accept more than one motor finance commission complaint for each Moneyway agreement. We are also only able to deal directly with you or with a single representative acting on your behalf regarding your complaint. If you have instructed more than one firm to represent your complaint, we will contact you to confirm your instructions. If you have any queries regarding professional representation, please contact us.
What are the next steps?
The FCA published final details of the Scheme on 30 March 2026.
We expect most complaints involving motor finance commissions to be resolved within the Scheme.
We will begin contacting customers to inform them of the next steps during 2026.
If you’ve already complained before the FCA scheme starts
We will let you know if your finance agreement meets the conditions of the Scheme. If it does, your case will be assessed as part of the Scheme (unless you tell us you don’t want it to be). If your case isn’t eligible to be included in the scheme, we will explain why.
We currently expect to contact customers about existing complaints that meet the conditions of the finalised FCA scheme before the end of September 2026, for agreements entered on or after 1 April 2014. We will contact customers who entered their agreement before 1 April 2014 before the end of November 2026.
If you have already complained and your complaint does not meet the conditions of the Scheme, firms have up to 8 weeks from 31 May 2026 to provide a final response.
If you complain after the FCA scheme starts
You do not need to complain directly to us to be considered under the Scheme. However, if you complain after the Scheme start date, we will assess whether your finance agreement meets the conditions of the scheme. If it does, your case will be assessed as part of the Scheme. If your case isn’t eligible to be included in the Scheme, we will explain why.
If you do not complain
You do not need to complain directly to us to be considered for the Scheme. We will assess whether your finance agreement meets the conditions of the Scheme. If it does, we will ask if you want to join the Scheme. You will need to reply to say you want to join. If you don’t reply, we will not assess your case and you will not receive any compensation if you are eligible.
We currently expect to contact customers who have not complained before the end of December 2026, where they entered their agreement on or after 1 April 2014. We will contact customers who entered their agreement before 1 April 2014 and have not complained before the end of February 2027.
Please note, that if your agreement does not meet the conditions of the Scheme and you have not complained, we will not contact you.
If we do not contact you after the FCA scheme starts
We will not contact you if you do not complain and your agreement does not meet the conditions of the Scheme.
In some cases, even if your agreement does meet the conditions of the Scheme, we may be unable to contact you, for example, if we do not have your current contact details. If this applies to you, you'll have until 31 August 2027 to complain.
If you have previously complained and received a final response
If you have already received a final response to your complaint and you are unhappy with the outcome, you can refer your complaint to the Financial Ombudsman Services (FOS). You must do this within the timescales set out in the final response letter.
If your previous complaint concerned a Discretionary Commission Arrangement (DCA), you can make a new complaint to us. Alternatively, if your finance agreement meets the conditions of the scheme, we will contact you to ask if you want your case to be assessed (see ‘If you do not complain’ above).
If your complaint is with the Financial Ombudsman Service (FOS)
Your complaint will continue to be dealt with by the Financial Ombudsman Service (FOS).
Complaints
We're sorry if you are unhappy about the service we have provided.
We will explain what to do if you have a complaint and what you can expect if you complain to us. Your complaint gives us the chance to put things right and improve our service to you and other customers.
If you have a complaint, let us know as soon as possible.
What we will need to know?
- Your name, address and contact phone number
- Your account details, if you are a Moneyway customer
- Precisely what has gone wrong, and how and when it happened
- Is there anything specific you would like us to do to put things right for you
How do I contact you?
Email:
Telephone: 0330 3031 286
Write to us: Customer Resolutions, Moneyway, Yorke House, Arleston Way, Solihull, B90 4LH
Our complaints handling process
If we are able to resolve your complaint within three business days of you first bringing the matter to our attention, you will receive a Summary Resolution Communication (SRC) letter in the post to confirm your complaint was dealt with to your satisfaction.
How will my complaint be resolved?
Where we have agreed a resolution, we aim for matters to be finalised as soon as possible.
Full Investigation
Some complaints are more complex than others and can take more time to fully investigate.
If we are unable to resolve your complaint within three business days, we will write to you to acknowledge your complaint by the end of five business days. We will confirm that we will be fully investigating your concerns, and advise when you can expect to hear from us again.
The investigation of your complaint will be undertaken by a member of staff who is unconnected with the subject matter of your complaint.
We aim to fully investigate and resolve your concerns as soon as possible.
Four Weeks
We will keep you updated on the progress of our investigation by four weeks if we have been unable to complete our investigation by then.
Eight Weeks
If we have been unable to resolve your complaint after eight weeks from when we receive it, we will write to you again to explain why there is a delay and confirm when we expect to send you our Final Response. We will also confirm your right to forward your complaint to the Financial Ombudsman Service.
Resolution and final response
When we have completed our investigation, we will write to you setting out the detail of your complaint, the findings from our investigation and how we propose to resolve your complaint. This is known as a Final Response.
We will also confirm your right to forward your complaint to the Financial Ombudsman Service.
If you agree with our proposed resolution, we will complete any agreed actions at the earliest opportunity.
Financial Ombudsman Service
If you remain unsatisfied following receipt of our Final Response, or we have not provided a Final Response within eight weeks from receiving your complaint, you will have the right to refer your complaint to the Financial Ombudsman Service (FOS).
You can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes between customers and financial institutions. You should raise your complaint with us in the first instance. The Financial Ombudsman Service may refuse to review your complaint if we have not been given the opportunity to resolve it.
Email:
Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123 (Calls may be recorded for training and monitoring purposes)
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR