Important: Motor Finance Commission Complaints
Updated: December 2025
Following a ruling by the Supreme Court in August 2025, the Financial Conduct Authority (FCA) is currently consulting on an industry wide compensation scheme. Final details of this scheme are currently expected to be published in the first half of 2026.
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 FCA scheme. However, if you have already complained and your complaint does not meet the conditions of the FCA 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
The FCA has said that it aims to make any scheme easy to participate in, without needing to use a claims management company (CMC) or law firm. 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 is currently consulting on an industry wide compensation scheme. Final details of this scheme are currently expected to be published in the first half of 2026.
We expect most complaints involving motor finance commissions to be resolved within this scheme.
Once we know the final details of the scheme, we will begin contacting customers to inform them of the next steps.
If you’ve already complained before the FCA scheme starts
When the FCA scheme starts, we will let you know if your finance agreement meets the conditions of the finalised 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 within 3 months of the start date.
If you have already complained and your complaint does not meet the conditions of the finalised FCA scheme, firms have up to 8 weeks from 31 May 2026 to provide a final response.
If you complain after the FCA scheme starts
Under the FCA’s current proposals, you will not need to complain directly to us to be considered for the finalised FCA 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
Under the FCA’s current proposals, you will not need to complain directly to us to be considered for the finalised FCA scheme. We will assess whether your finance agreement meets the conditions of the scheme. If it does, we will ask if you want your case to be assessed. You will need to reply to say you want your case to be assessed. If you don’t reply, it won’t be. This is subject to confirmation of the final scheme rules in 2026.
We currently expect to contact customers who have not complained within 6 months of the start date of the finalised FCA scheme.
If we do not contact you after the FCA scheme starts
In some cases, we may be unable to contact you e.g. if we do not have your current contact details. If this applies to you, you'll have a year from when the scheme starts 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?
Online: You can raise a complaint online
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.
You can view and download our full complaints procedure by clicking the link below.
Complaints Procedure (PDF)
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
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.
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