Motor Finance Commission Complaints
The Financial Conduct Authority (FCA) is conducting a review of the historical payment of motor commission by motor finance companies to vehicle dealers.
Following the start of this review, the Court of Appeal made a ruling in relation to disclosure of commission, which was subsequently appealed to the Supreme Court. The Supreme Court announced its decision on 1st August 2025. The FCA is now consulting on the details of a proposed redress scheme which is expected to launch in 2026.
In January 2024, the FCA announced a pause to the 8-week deadline for firms to respond to relevant customer complaints. This was extended in September 2024, and again in December 2025. Until further notice, the FCA have put in place a pause in responding to customers complaints about Motor Finance commissions. The pause is currently due to end on the 31st of May 2026.
What is a Discretionary Commission Arrangement (DCA) Complaint?
A discretionary commission arrangement (DCA) is when the finance provider pays the car dealer commission – or a fee – based on the interest rate paid in the car finance agreement. The car dealer can set or adjust this interest rate. Often, the higher the interest rate, the more commission the car dealer will receive.
The FCA banned DCAs in January 2021.
What is a Non-Discretionary Commission Arrangement (Non-DCA) Complaint?
A Non-DCA Complaint relates to a regulated credit agreement, which financed the purchase of a motor vehicle, that provided for the payment of a commission and is not a DCA complaint.
How do I make a complaint?
If you wish to make a complaint about the commission arrangement affecting your agreement with us, please email us at commissionscomplaints@tandem.co.uk providing the following information.
Agreement number
Vehicle registration
First name and surname (including any previous names)
Date of birth
Email address
Address and postcode (including any previous addresses)
Vehicle make and model
Details of your complaint
When did you purchase the vehicle?
Who did you purchase the vehicle from?
How can we make this right?
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.
What happens next?
We will acknowledge receipt of your complaint and confirm whether your agreement was affected by a discretionary commission arrangement (DCA) or other type of commission arrangement (Non-DCA).
We’ll then investigate your complaint in line with the timescales and guidance provided by the FCA.
Where can I find further information?
Further information is available here.
If the FCA make any more changes that affect your complaint, we will include these on our website.
We’ll then investigate your complaint in line with the timescales and guidance provided by the FCA.
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