Motor Finance Commission Complaints
The Financial Conduct Authority (FCA) has confirmed its intentions to implement an industry-wide scheme to compensate customers who may have been treated unfairly in relation to motor finance commission arrangements.
If you used car finance, you may be entitled to compensation.
Please note that parts of the scheme are currently subject to legal challenge, which may delay complaint outcomes and compensation payments. However, customers should not be discouraged from making a complaint if you have not already done so.
Remember - you do not need to go through a third party - it is easy to make a complaint to us directly, simply email commissioncomplaints@tandem.co.uk.
Got questions? We have answered the most frequently asked questions here.
For the latest information and guidance, please visit the FCA's dedicated car finance complaints page: Car finance complaints – FCA.
I've already made a complaint – do I need to do anything else?
No. If you have already made a complaint, you do not need to take any further action. We will continue to progress your complaint in line with FCA requirements.
However, it may take longer to reach an outcome or make any compensation payments while we wait for the outcome of the legal challenges. We will keep you informed as further updates become available.
For further information, visit the FCA's Motor finance legal challenge factsheet for complainants.
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 commissioncomplaints@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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