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Customer Complaints about Discretionary Commission Arrangements (DCA) in Motor Finance

As you may be aware, the Financial Conduct Authority (FCA) is reviewing the use of Discretionary Commission Arrangements in motor finance. The aim is to make sure customers received fair outcomes.

If you took out motor finance with Moneyway before 14 June 2017, in a small proportion of cases, a Discretionary Commission Arrangement may have been in place between Moneyway and the broker.

Before January 2021, some lenders allowed brokers to receive a higher or lower rate of commission linked to the interest rates they offered customers for motor finance.

The FCA refer to this as a Discretionary Commission Arrangement (DCA).

The FCA believe this may have led to some customers receiving an unfair outcome and prohibited this type of arrangement after January 2021. 

Further information can be found on the FCA's website

On 11 January 2024, the FCA paused the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints.

The pause only applies to complaints about motor finance agreements with a Discretionary Commission Arrangement between the motor finance lender and the broker (‘relevant complaints’).  It will last for 37 weeks (approximately 9 months).

We will apply this pause to new relevant complaints we receive, up to and including 25 September 2024.

Before 14 June 2017, Moneyway motor finance agreements did sometimes involve Discretionary Commission Arrangements.

Since 14 June 2017, no Moneyway motor finance agreements involved Discretionary Commission Arrangements.

Please email or write to us with your query, and we will aim to respond within 28 days of you first bringing the matter to our attention. 

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

Please write to us: Customer Resolutions, Moneyway, Yorke House, Arleston Way, Solihull, B90 4LH

Please provide your:

  • Name, address and contact phone number
  • Your account details – where available
  • Explanation of your query

If we confirm that a Discretionary Commission Arrangement was involved in your Moneyway motor finance agreement, we will treat your enquiry as a complaint and respond accordingly. 

If you submit a relevant complaint to us, we have 8 weeks, beginning on 26 September 2024, to provide you with our final response.

If we cannot provide our final response within this timeframe, we will let you know when we expect to respond and inform you of your right to refer the complaint to the Financial Ombudsman Service (FOS).

You can still submit your complaint to us, whether this is about commission or any other matter. You will receive an acknowledgement and confirmation of the timescales that apply.

If you wish to submit a complaint, please complete Complaints and Resolutions form

The FCA has amended the deadline for referring relevant complaints to the Financial Ombudsman Service (FOS).  You will have 15 months, rather than the usual 6 months, to refer your complaint to FOS, where we send you our final response up to and including 20 November 2024.

Other than in respect of the above changes, our complaints procedure will continue to apply as published on our websites.

If Moneyway and your broker did not have a Discretionary Commission Arrangement, these changes do not apply. We will handle your complaint within the usual timescales set out in our procedures.