Motor finance commission

Motor finance is an important way in which we help our customers with their financial needs and support the wider UK economy. 

If you’ve used car finance to buy a car, motorbike or van we may have paid the broker (usually your car dealer) commission for arranging the finance. 

The Financial Conduct Authority (FCA) have given lenders until after 4 December 2025 before they start responding to certain complaints involving motor commission – this includes regulated leasing arrangements (also known as personal contract hire).  

You can find more information on the FCA’s website.

Information about the FCA motor commission pause

On 19 December 2024, the FCA extended the scope of their pause on complaint handling, but not their review, to include regulated leasing and personal contract hire products which involved the payment of commission. They did so recognising consumers may not distinguish between regulated leasing and regulated credit agreements.

  • The FCA intend to set out next steps in their discretionary commission arrangements review in May 2025. They hope to also provide an update on other commission complaints at the same time.
  • The complaint handling pause has been extended to after 4 December 2025.  This means they’ve paused the eight-week deadline to respond to certain complaints about motor commission and you won’t be able to ask the Financial Ombudsman Service to look at your complaint, until after the pause has ended. You will have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual 6 months, you have until 29 July 2026, or 15 months from the date of the final response letter, whichever is later. The timelines will be confirmed in the final response letter we send you. 

You can read more about the timelines on the FCA's website.

If you have any reason to complain, please go to the complaints page.

Motor finance commission FAQs

  • The Financial Conduct Authority (FCA) regulates financial companies, like banks and insurance companies and sets the rules and regulations for them to follow. We’re regulated by the FCA. 

  • Between 26 October 2024 and 4 December 2025, the FCA has paused:  

    • The eight-week deadline to respond to certain complaints about motor finance agreements that involve commission arrangements. 
    • The eight-week period that needs to elapse before the Financial Ombudsman Service can consider complaints about motor finance agreements involving commission arrangements, if we’d not given our final response by then.

  • Commission is a payment which is sometimes made by the finance provider to a dealer or broker when a customer takes out a finance agreement.

  • To make a complaint you can:

    Call on 0800 068 4025. Lines are open 8.30am - 5.30pm Monday to Friday, excluding bank holidays.

    Write to:

    Lex Autolease Customer Resolution
    Heathside Park
    Heathside Park Road
    Stockport
    SK3 0RB

    When contacting us, please have the following information: 

    • Your contact details
    • Registration number or agreement number
    • Full details of your complaint
    • What you think we should do to put things right
    • Copies of any paperwork supporting your concern (please keep original copies)

  • On 19 December 2024, the FCA extended the scope of their pause on complaint handling, but not their review, to include regulated leasing and personal contract hire products which involved the payment of commission.  They did so recognising consumers may not distinguish between regulated leasing and regulated credit agreements.

    • The FCA intend to set out next steps in their discretionary commission arrangements review in May 2025. They hope to also provide an update on other commission complaints at the same time.
    • The complaint handling pause has been extended to after 4 December 2025.  This means they’ve paused the eight-week deadline to respond to certain complaints about motor commission and you won’t be able to ask the Financial Ombudsman Service to look at your complaint, until after the pause has ended. You will have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual 6 months, you have until 29 July 2026, or 15 months from the date of the final response letter, whichever is later. The timelines will be confirmed in the final response letter we send you.  

    You can read more about the timelines on the FCA's website. 

  • The information published on the FCA's car finance page explains the reason for the pause. You can also check there for any further updates from the FCA.

    You can also check there for any further updates from the FCA. If you can’t access the information on the FCA website, please get in touch with us. 

  • The FCA’s temporary pause now includes complaints relating to regulated motor leasing agreements where commission was paid (e.g. Leasing and Personal Contract Hire agreements).  

     If your complaint is impacted by the pause, you won’t receive a final response from us until after 4 December 2025, and you won’t be able to refer your complaint to the Financial Ombudsman Service (FOS) until after the pause ends. 

    If we identify your agreement isn’t part of the FCA’s pause, we’ll write to you sooner, and the usual eight-week complaint handling timescales will apply.        

  • The FCA has paused the right to refer complaints to the Financial Ombudsman Service (FOS), where the agreement involved a commission arrangement. Once the pause ends, you’ll be able to refer your complaint to the FOS. We’ll explain how to contact them after the pause ends.

  • Not necessarily, but once the pause ends, and we’ve completed our review of your complaint, we’ll be able to give you an answer on this.