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Motor finance discretionary commission complaints

The Financial Conduct Authority (“FCA”) announced its intention to review historical motor finance Discretionary Commission Arrangements (“DCA”) on 11 January 2024. You can read the FCA’s announcement here.

​​The FCA has issued guidance as to how lenders should deal with DCA eligible complaints.

What is a DCA eligible complaint?

If you have made, or want to make, a complaint between 17 November 2023 and 25 September 2024 that relates to a regulated motor finance agreement:

  • Taken out before 28 January 2021
  • Used to finance the purchase (including a hire purchase agreement) of a motor vehicle
  • Where a DCA between us and your broker (who is the person responsible for arranging your loan, such as your car dealer) was used to determine your rate of interest

then this is a DCA eligible complaint, in line with the FCA’s guidance.

If you made a complaint before 17 November and you receive our final response letter between 12 July 2023 and 20 November 2024, then please see “What can I do if I’m not happy with the final decision on my complaint?” for more information if you are not satisfied with the final decision of your complaint.

Register your complaint

For more information on the FCA's motor finance commission review, please visit its website.

If your complaint is not related to DCA issues, please visit the main complaints section of our website.

If you would like to make a complaint about Motor Finance Discretionary Commission Arrangements, please complete the form below and we will be in touch.

Your details

Your agreement

Your complaint

Privacy : Details on your data protection rights and how your information will be used can be found here

Frequently asked questions

How do I know if a DCA is relevant to my agreement?

If you want to find out if a DCA was used as part of your agreement, please register a complaint using the form above.

How can I make a DCA eligible complaint? 

If you want to make a complaint regarding the use of DCA, please complete our online form above.

How will you handle my DCA eligible complaint? 

The FCA has “paused” the requirement for us to provide our final response for DCA complaints within the standard eight-week period. This pause is currently in place until 25 September 2024. This means that although we will still be investigating your complaint, it is likely to be longer before you receive our final response.

If a DCA was not in use, we will handle your complaint in line with our usual 8-week deadline.

What can I do if I’m not happy with the final decision on my DCA eligible complaint?

You can refer your complaint to FOS. As part of its announcement on 11 January 2024, the FCA has announced that DCA-eligible complaints have 15 months after you have received your final response to refer to FOS, extended from the usual six-month period.

Paragon Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England number 05390593. Registered office 51 Homer Road, Solihull, West Midlands B91 3QJ. Paragon Bank PLC is registered on the Financial Services Register under the firm reference number 604551