Under the proposals, firms could get up to a year to respond to mis-selling complaints where a non-discretionary commission arrangement was involved. The regulator previously extended the time firms have to respond to motor finance complaints involving a discretionary commission arrangement (DCA).
The FCA’s consultation follows the Court of Appeal’s 25 October judgment in Hopcraft v Close Brothers Ltd, Johnson v FirstRand Bank Ltd, and Wrench v FirstRand Bank Ltd.
In these cases, the court decided it was unlawful for the car dealers to receive a commission from lenders providing motor finance without first telling the customer about the commission and getting their informed consent to the payment.
To obtain informed consent, the borrowers would have to have been told all material facts that might have affected their decision to enter into the agreements, which, in these cases, included how much the commission would be and how it was to be calculated.
The judgment related to fixed commission motor finance agreements as well as DCAs, which the FCA banned in 2021. The two lenders involved in the cases intend to appeal.
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High volume of complaints
Firms who provide motor finance are likely to receive a high volume of complaints in response to the judgment.
The proposed complaint-handling extension, which the FCA previously said it would consult on, would allow firms more time to handle complaints efficiently and effectively. The regulator said this would “help prevent disorderly, inconsistent and inefficient outcomes for consumers and firms.”
The FCA is consulting on two options for extending the time firms have to provide final responses to motor finance complaints involving a non-DCA.
The first option would give them up until 31 May 2025, reflecting how long it may take to hear whether the Supreme Court has granted permission to appeal. The FCA plans to set out its next steps on DCA complaints in May 2025. Subject to the outcome of any Supreme Court application, the FCA would update on motor finance non-DCA commission complaints at the same time.
The other option is a longer extension until 4 December 2025, to align with the current rules for motor finance firms dealing with discretionary commission complaints.
How to make a complaint
Most car finance deals arranged through a dealer involve commission. The FCA suggests that anyone who is not satisfied with their car finance deal should complain.
People who were previously told their motor finance agreement did not involve a DCA may wish to make a new complaint.
Nikhil Rathi, chief executive of the FCA, said: “The Court of Appeal’s ruling means many customers who bought a car using finance through a dealer could be owed compensation. We want to make sure that consumers who are owed money get it in an orderly way, and that the motor finance market continues to provide competitive deals for the millions of people that rely on it.”
The FCA said firms will need to use the additional time provided to ensure they have the resources to investigate and issue final responses to complaints at the end of the proposed extension.
The FCA is also consulting on giving consumers more time to refer motor finance commission complaints not involving a DCA to the Financial Ombudsman Service (FOS).
