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 motor finance to buy a motor vehicle before 28 January 2021.
  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. The FCA has extended the deadline until 25 September 2024.

If you’re unhappy with our final response, you’re able to take your complaint to the Financial Ombudsman Service (“FOS”). Usually, you have six months from the date of our final response letter to refer your complaint, however, as a result of the pause to complaint handling, this has been extended by up to 15 months.

For further information, you can visit the announcement on the FCA’s website here.

To make a complaint to us in relation to a DCA, please use the below button.


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:

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BNP Paribas Leasing Solutions Limited
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BNP Paribas Leasing Solutions Limited
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RG21 7PP

Tel: 0345 266 6219

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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

Registered Office Address: Northern Cross, Basing View, Basingstoke, Hampshire, RG21 4HL. Registered in England No: 901225. Authorised and regulated by the Financial Conduct Authority. CA95139