Commission Complaints


Motor Finance DCA Commission Complaints Procedure

This document details the steps we take to handle complaints about discretionary commission arrangements (also known as DCAs).

Complaints about Discretionary Car Finance Commission Arrangements (DCAs)

On 11 January 2024, the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission (DCA) arrangements across the motor industry.

As part of the review, the FCA has paused the 8-week deadline for firms to provide a final response to relevant customer complaints.

The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement in place between the lender and the broker (car dealer) and will last for at least 37 weeks. The current 37-week holding period will end on 25 September 2024.

The purpose of the pause is to ensure that complaints are dealt with fairly and the outcome of the FCA's review will decide what action needs to be taken on relevant complaints, such as customer compensation.

A relevant customer complaint must meet the following tests:

  1. It must be about a regulated credit agreement taken out before 28 January 2021.
  2. It must have financed the purchase of a vehicle (including Hire Purchase Agreements, such as Personal Contract Purchases)
  3. There must have been a DCA in place between the lender and the broker (the car dealer); and
  4. The complaint must have been received between 17 November 2023 and 25 September 2024.

Complaints Process

You can refer your complaint to us as normal. During the period while the FCA review is ongoing, there will be a few changes to the usual complaints handling process and your complaint will be subject to longer than usual complaints handling timescales – this is due to the 37-week holding period which the FCA has introduced with immediate effect from 11 January 2024.

Please note:

If you have a complaint about a Discretionary Car Finance Commission Arrangement (DCA)

You can notify us of your complaint through the following channels:

By Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
By Phone: 01452 671560
By Email: complaints@automotive-compliance.co.uk

If you are not sure if you have a discretionary commission arrangement (DCA) complaint, you can ask us to check. We will aim to find out and respond to your enquiry as soon as possible.

On receipt of your complaint, we will carry out a detailed review and we will acknowledge receipt of your complaint within five (5) working days.

We will keep you updated, as appropriate, while the FCA carries out its review and during the period the pause for responding to customer complaints about discretionary arrangements (DCAs) is in place.

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First time using this dealership for my servicing, MOT and recalls. The whole process from booking in on the phone to the collection after the work was done was faultless. All staff I encountered were warm, friendly and professional. I will have no hesitation to use or recommend Crosby Park Nissan again. Thanks to all concerned.

Pete Hill

Took my Nissan Qashqai for its major service. Absolutely excellent experience from booking to collecting. Professional, friendly, knowledgeable staff. Best service experience I have ever had. They even renewed my RAC breakdown cover, washed and cleaned out my car and sanitised all the interior touch points. A Technicians video report was also sent to my email address, and a full written report included. Great value for money also. Won’t use anywhere else now. Keep it up the great work.

David Horrocks

Always get our motors from Crosby Park, have done for over 20 years and have never had any problems, after service great.

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