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.
The FCA now expects to publish the findings from its review in May 2025. It has extended the pause on Discretionary Commission complaints until 4 December 2025. See below for further details of these changes.
What is a Discretionary Commission Arrangement?
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.
The FCA believe this may have led to some customers receiving an unfair outcome and prohibited this type of arrangement after January 2021.
What has changed?
In January 2024, the FCA paused the 8-week deadline for motor finance firms to provide a final response to customer complaints about Discretionary Commission Arrangements. The FCA extended this pause in September 2024 to allow more time to complete its current review.
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’).
We will apply this pause to all new and existing relevant complaints received since 17 November 2023, up to and including 4 December 2025.
Did Moneyway motor finance agreements involve Discretionary Commission Arrangements?
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.
How do I determine if my Moneyway motor finance agreement involved a Discretionary Commission Arrangement?
Please email or write to us with your query. We aim to respond within 28 days.
Email:
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.
When can I expect a response to my complaint about a Discretionary Commission Arrangement?
If you submit a relevant complaint to us, we have 8 weeks, beginning on 4 December 2025, 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, you can complete our Complaints and Resolutions form or contact us using the details in the previous FAQ above.
What else is changing?
The FCA has amended the deadline for referring relevant complaints to the Financial Ombudsman Service (FOS). You will have until the later of 29 July 2026 or 15 months from the date of our final response letter, rather than the usual 6 months, to refer your complaint to FOS.
We will confirm these timescales to you in our final response letter.
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.