Motor finance commission latest update
The FCA scheme has been legally challenged and parts of it have been suspended. Until the legal process concludes, lenders do not need to calculate or pay compensation under the suspended parts of the scheme.
The legal challenge is expected to be heard in court (Upper Tribunal) either between 14 and 18 December 2026, or between 16 and 26 February 2027, depending on whether further evidence or disclosure is required.
We will continue to handle complaints in line with the parts of the FCA scheme that are not suspended.
At this stage, we are not required to:
- calculate compensation under the suspended parts of the scheme;
- pay compensation under the suspended parts of the scheme; or
- send communications confirming compensation is due under the suspended parts of the scheme.
If you have already complained
If you have already made a motor finance commission complaint, your complaint will continue to be handled by Moneyway.
If your complaint is covered by the scheme
Complaints that meet the conditions of the FCA’s scheme have been paused if you are owed compensation because of a legal challenge. We will provide an update when we know more.
If you are not due compensation
When we respond depends on when your agreement started and when you raised your complaint
| Agreement start date | When you complained | When we will aim to respond |
|---|---|---|
| On or after 1 April 2014 | On or before 30 June 2026 | By 18 November 2026 |
| On or after 1 April 2014 | After 30 June 2026 | Within 5 months of the date we received your complaint |
| Before 1 April 2014 | On or before 31 August 2026 | By 18 January 2027 |
| Before 1 April 2014 | After 31 August 2026 | Within 5 months of the date we received your complaint |
If your complaint isn’t covered by the scheme
If you complained before 31 May 2026, we have eight weeks from the end of the pause on 31 May 2026 to provide our final response.
If you complain now, we have eight weeks from the date we receive your complaint to provide our final response.
FCA information
Further information about car finance complaints is available on the FCA’s website: https://www.fca.org.uk/consumers/car-finance-complaints
You can also view the FCA fact sheet on the legal challenge:
If you have not yet complained and wish to raise a motor finance commission complaint, or you have a question, please contact us using the details below:
Email:
Telephone: 0330 3031 286
Write to us: Customer Resolutions, Moneyway, Yorke House, Arleston Way, Solihull, B90 4LH
You do not need to contact us again if you have already made a complaint, unless your details have changed or you have new information you want us to consider.
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. If you have instructed more than one firm to represent your complaint, we will contact you to confirm your instructions.
Complain about a Claims Management Company (CMC) or law firm
If you're unhappy with how a CMC or law firm has handled your case, you can complain.
If you think you've been signed up without your consent, misled or treated unfairly, you can ask to exit your contract for free. You may also be owed compensation by the CMC or law firm. If CMCs and law firms have not followed the law in how they have handled your case and your data, fees may not be appropriate.
Complain to the CMC or law firm in the first instance. You can use the FCA’s template letter to help you draft your complaint:
https://www.fca.org.uk/publication/documents/template-complaint-letter-cmc-law-firms.docx
If you’re unhappy with the response you get, or they don’t reply within 8 weeks, you can take your complaint to:
The Legal Ombudsman if your complaint is about a law firm.
The Claims Management Ombudsman if your complaint is about a CMC.
Other complaints and queries
If you have a complaint or query about a historic vehicle finance account (settled before 30 September 2025) that is not related to motor finance commission, please contact us using the details below:
Complaints:
Other queries: