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We are stopping new Vehicle Finance lending - 02 July 2025

Following a review of our businesses, we have decided to stop new Vehicle Finance lending under the Moneyway and V12 Vehicle Finance brands. All other businesses which are part of Secure Trust Bank Group are unaffected and continue to operate as normal. 

If you have an existing finance agreement with us, don’t worry, you are not affected. Your agreement will continue as normal.  

Supporting our customers continues to be a key priority for us and customers can continue to contact us via the usual channels.

Find out more

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: This email address is being protected from spambots. You need JavaScript enabled to view it.

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. 

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.

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.

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. 

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 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).

Your complaint will continue to be dealt with by the Financial Ombudsman Service (FOS).