DISCRETIONARY COMMISSION ARRANGEMENT COMPLAINTS

The Financial Conduct Authority (“FCA”) has described a discretionary commission arrangement (“DCA”) as an arrangement between lenders and brokers which allowed the broker to adjust the interest rates offered to customers. Typically, the higher the interest rate, the more commission the broker received. This practice was banned by the FCA in 2021, however they are now undertaking a review of the industry to understand whether there has been a widespread failure to comply with relevant requirements, resulting in financial loss or harm to consumers.

You may have an eligible DCA complaint if:

1. You used car finance to buy a car before 28 January 2021, this includes conditional sale agreements and fixed-sum loan agreements.
2. A discretionary commission arrangement was operated in relation to your agreement.

If you have an eligible DCA complaint, you will not receive a final response within the usual 8-week deadline. As you may be aware, the Financial Conduct Authority (FCA) has recently issued an updated statement on their work regarding Discretionary Commission Arrangements (DCA). In this statement, they have advised that more time is required to complete their diagnostic work and assess the outcome of the recent judicial review relating to this matter. As a result of this, the FCA has extended the pause for responding to complainants from 25 September 2024 to 05 December 2025.

Further information regarding the reasons for this can be found on the FCA’s dedicated website, here.

If you’re unhappy with our final response, you’re able to take your complaint to the Financial Ombudsman Service (“FOS”). you have until the later of 29 July 2026 or 15 months from the date of the final response letter instead of the usual 6 months.

To make a complaint to us in relation to a DCA, please complete the below form:

RAISING YOUR CONCERNS WITH US

At BNP Paribas Leasing Solutions Limited we are committed to providing you with the best service possible. If for any reason you are not entirely satisfied with our service, please let us know. Your views are important to us and your feedback will help us improve the products and services we offer.

How to contact us:

Information Technology, Print, Telecoms and Healthcare Equipment

BNP Paribas Leasing Solutions Limited
Customer Services
St James Court
St James Parade
Bristol
BS1 3LH

Tel: 0345 266 6466
Email: custsupport.leasingsolutions@uk.bnpparibas.com

Construction, Materials Handling, Commercial Vehicles, Food Processing & Packaging and Agricultural Equipment

BNP Paribas Leasing Solutions Limited
Business Support Control
Midpoint,
Alençon Link,
Basingstoke,
RG21 7PP

Tel: 0345 266 6219
Email: complaints.leasingsolutions@uk.bnpparibas.com

For information on free debt counselling, debt adjusting and providing of credit information services please visit the Money Advice Service website

What we will do:
We will do our best to resolve your complaint quickly and where possible within 3 business days. If we have resolved your complaint to your satisfaction within this timeframe we will send you a Summary Resolution Communication. If your complaint is more complex and we are unable to resolve it immediately we will:

• Provide a written acknowledgement of your complaint within 5 working days with the name and contact details of the member of staff investigating your complaint
• If your complaint is still outstanding after 4 weeks, we will write to you and let you know when we will be in a position to issue our response
• We will aim to provide you with a final response to your complaint within 8 weeks of receipt. If you are not satisfied with our final response, or 8 weeks have passed since you first raised your complaint with us, you may have the right to escalate your complaint to the Financial Ombudsman Service free of charge

Financial Ombudsman Service
The Financial Ombudsman Service can consider complaints from:

• An individual customer – or joint customers – of a financial services business
• Individuals who act as personal guarantors for loans to businesses they’re involved in
• A ‘micro-enterprise’ (a type of small business) with an annual turnover or balance sheet
• that does not exceed €2 million and fewer than ten employees
• A charity with an annual income of less than £6.5 million
• A trust that has a net asset value of less than £5 million A small or medium-sized enterprise (SME) with an annual turnover of no more than £6.5 million and fewer than 50 employees

For further information the Ombudsman can be contacted at:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial–ombudsman.org.uk