MOTOR FINANCE COMMISSION COMPLAINTS

Background

On 3 December 2025, the Financial Conduct Authority (FCA) announced a consultation regarding the creation of an industry-wide compensation scheme for motor finance customers. This scheme is intended to address the unfair treatment experienced by customers who entered into regulated motor finance agreements where commission arrangements between lenders and brokers were either not disclosed or inadequately disclosed. The scheme aims to ensure that affected customers receive compensation that is timely, fair, and consistent, covering an estimated 14.2 million agreements since 2007.

Redress Scheme

The FCA has outlined the principles that will guide the design of any redress scheme and is currently seeking feedback through its consultation process. In addition, the FCA has further extended the deadline for firms to respond to complaints about motor finance commissions, pausing these responses until after 31 May 2026. Further details regarding this pause can be accessed here.

The proposed scheme will apply to regulated motor finance credit agreements, including Loans, Hire Purchase, Personal Contract Purchase (PCP), and Conditional Sale. It covers agreements taken out by consumers between 6 April 2007 and 1 November 2024 in cases where commission was paid by the lender to the broker. Consumers in this context include sole traders and small partnerships. Additional information is available on the FCA’s dedicated website, which can be accessed here.

If you wish to make a complaint about commission,  please email our team for further assistance.

Non-Discretionary Commission Arrangement Complaints

In addition to the above, the Court of Appeal ruling on 25 October 2024 and pending appeal to the Supreme Court has led to the Financial Conduct Authority (FCA) pausing the timeframes for motor finance commission related complaints. For further information, the FCA has provided a consumer dedicated webpage which can be found by visiting: Car finance complaints | FCA

The new rules extend the time firms must respond to complaints about motor finance agreements where there was a commission arrangement. This is to help prevent disorderly, inconsistent, and inefficient outcomes for consumers and firms.

Usually, firms have 8 weeks to respond to complaints, however, this timeframe has been paused until after 04 December 2025. However, please be assured that we will continue to investigate and collect evidence to help with the eventual resolution of these complaints.

When we do respond, if you’re unhappy with the response then you will have longer to take your complaint to the Financial Ombudsman Service (FOS). Usually, you have 6 months from the date of the final response letter to take your complaint to the FOS, but this has been extended to 15 months.

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