The Financial Conduct Authority (FCA) has suspended the timescales set out in the Motor Finance Consumer Redress Scheme for contacting customers whose agreements are likely to qualify for redress.
We are not required to calculate or pay redress, or send communications about compensation owed under the scheme, whilst the suspension remains in place.
This is to allow time for a legal challenge to the scheme to be heard in December 2026 or February 2027.
If you are looking for an update on a complaint you’ve already made, please don’t worry — your complaint is still open with us. You don’t need to do anything, we will be in touch.
We’re now starting to contact customers who have complained and whose agreements will not qualify for redress under the FCA’s scheme. If this applies to you, you will receive an email with more details and instructions on what you can do next.
You can still make a complaint about the commission arrangement affecting your agreement with us. It doesn’t cost anything. Please use the link to our online complaint form, select ‘Commission’ from the drop down menu and complete the form.
If you have had more than one agreement with us, please complete a separate complaint form for each agreement you wish to complain about. You do not need to enquire what type of commission arrangement was in place before you make your complaint. We will check this for you.
If you had an agreement with us between April 2007 and November 2024, your agreement might be affected by the consumer redress scheme.
This will depend on whether there was a commission arrangement which incentivised the dealer, the amount of commission that might have been paid and whether the arrangement affected who the dealer could work with when arranging finance.
In January 2024, the FCA announced a pause on the rules for managing complaints about discretionary commission arrangements. This was extended in September 2024, and again in December 2025, allowing firms until after 31st May 2026 to respond to these complaints.
In December 2024, the FCA further extended the pause to include complaints involving non-discretionary commission arrangements.
Complaints which were previously paused will now move across to be dealt with under the scheme.
A DCA complaint is a complaint that relates to a regulated credit agreement, entered into before 28th January 2021, which financed the purchase of a motor vehicle and that provided for payment of a commission linked to the interest rate which the lender allows the dealer or broker to select.
A Non-DCA Complaint relates to a regulated credit which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a relevant DCA complaint.
In December 2025 the FCA excluded complaints where the vehicle is leased.
We will only work with professional representatives regulated by authorities in the UK and who have been authorised by you to act on your behalf. Where you have instructed more than one professional representative we will work with them to identify who you wish to be represented by.
We will normally communicate with you by email. Always check the senders email address before responding. If you are in any doubt please call us on 0330 102 6922.
For more information on how to protect yourself please visit the help & support pages on our website.
Further information is available at www.fca.org.uk/consumers/car-finance-complaints.
If the FCA make any more changes that affect your complaint, we will include these on this website.
You can also write to us at: Commission Complaints, MotoNovo Finance, Two Central Square, Cardiff, CF10 1FS.
When you write to us, please include: