DISP App 5 Relevant motor finance discretionary commission arrangement complaint and motor finance non-discretionary commission arrangement complaint handling rules

1. (1)

    A relevant motor finance DCA complaint is a complaint where:

   1. (a)

       the subject matter of the complaint relates, in whole or part, to a regulated credit agreement entered into before 28 January 2021;

   2. (b)

       the regulated credit agreement, in whole or part, financed the purchase of a motor vehicle, or a motor vehicle was bailed or hired under the agreement;

   3. (c)

       there were arrangements between the lender and a credit broker relating to the entering into of that agreement that included a discretionary commission arrangement; and

   4. (d)

       the respondent:

      1. (i)

          received the complaint in the period beginning with 17 November 2023 and ending with 31 May 2026; or

      2. (ii)

          sent a final response to the complaint in the period beginning with 12 July 2023 and ending with 26 July 2026.

2. (2)

    The arrangements referred to in (1)(c) are to be read as including any arrangement which would, if it had been entered into on or after 28 January 2021, have constituted a discretionary commission arrangement.

From 26 October 2024 to 4 December 2025 inclusive, a motor finance non-DCA complaint is a complaint where:

1. (1)

    the subject matter of the complaint relates, in whole or part, to a regulated credit agreement or a regulated consumer hire agreement;

2. (2)

    the regulated credit agreement or the regulated consumer hire agreement, in whole or part, financed the purchase of a motor vehicle, or a motor vehicle was bailed or hired under the agreement;

3. (3)

    there were arrangements between the lender or owner and a credit broker relating to the entering into of that agreement that provided for the payment (directly or indirectly) of any commission, fee or other financial consideration or remuneration including a benefit of any kind to the credit broker;

4. (4)

    the complaint is not a relevant motor finance DCA complaint as defined in DISP App 5.1.2R; and

5. (5)

    the respondent:

   1. (a)

       received the complaint in the period beginning with 26 October 2024 and ending with 4 December 2025; or

   2. (b)

       sent a final response to the complaint in the period beginning with 21 June 2024 and ending with 29 January 2026.

On or after 5 December 2025, a motor finance non-DCA complaint is a complaint which has the same meaning as in DISP App 5.1.3AR except that:

1. (1) the references to a regulated consumer hire agreement in DISP App 5.1.3AR(1)  and (2) are respectively omitted;
2. (2) DISP App 5.1.3AR(5)(a) is substituted with: ‘received the complaint in the period beginning with 26 October 2024 and ending with 31 May 2026;’; and
3. (3) DISP App 5.1.3AR(5)(b) is substituted with: ‘sent a final response to the complaint in the period beginning with 21 June 2024 and ending with 26 July 2026.’.

This appendix applies to:

1. (1)

   respondents and the Ombudsman in respect of a relevant motor finance DCA complaint or a motor finance non-DCA complaint;

2. (2)

   lenders and credit brokers in respect of records relating to any regulated credit agreement entered into before 28 January 2021 that meets the requirements in DISP App 5.1.2R(1)(b) and (c); and

3. (3)

   lenders, owners and credit brokers in respect of records relating to any regulated credit agreement or regulated consumer hire agreement that meets the requirements in DISP App 5.1.3AR(2) and (3).

Where this appendix applies or modifies provisions in DISP 2, the term respondent in DISP App 5.1.2R, 5.1.3AR and 5.1.4R has the Glossary meaning that applies in that chapter.

1. (1)

    This rule applies in respect of a relevant motor finance DCA complaint:

   1. (a)

       that is received by the respondent in the period beginning with 17 November 2023 and ending with 31 May 2026; and

   2. (b)

       in relation to which a final response has not been sent.

2. (2)

    For the purpose of calculating the eight-week period in:

   1. (a)

      DISP 1.6.2R;

   2. (b)

      DISP 1.6.7G;

   3. (c)

      DISP 2.8.1R(2); and

   4. (d)

      DISP 2.8.1R(4)(a),

   time is to be treated as not running for the period beginning with 11 January 2024 and ending with 31 May 2026.

3. (3)

    The three-year period in DISP 1.9.1R(2) (Complaints record rule) is to be treated as not running for the period beginning with 11 January 2024 and ending with 31 May 2026.

1. (1)

    This rule applies in respect of a motor finance non-DCA complaint:

   1. (a)

       that is received by the respondent in the period beginning with 26 October 2024 and ending with 4 December 2025;

   2. (b)

       where the complaint:

      1. (i) relates in whole or part to a regulated credit agreement; and
      2. (ii) does not relate to a regulated consumer hire agreement; and
   3. (c) in relation to which a final response has not been sent.
2. (1A) This rule also applies in respect of a motor finance non-DCA complaint:
   1. (a) that is received by the respondent in the period beginning with 5 December 2025 and ending with 31 May 2026; and
   2. (b) in relation to which a final response has not been sent.

3. (2)

    For the purpose of calculating the eight-week period in:

   1. (a)

      DISP 1.6.2R;

   2. (b)

      DISP 1.6.7G;

   3. (c)

      DISP 2.8.1R(2); and

   4. (d)

      DISP 2.8.1R(4)(a),

   time is to be treated as not running for the period beginning with 26 October 2024 and ending with 31 May 2026.

4. (3)

    The three-year period in DISP 1.9.1R(2) (Complaints record rule) is to be treated as not running for the period beginning with 26 October 2024 and ending with 31 May 2026.

1. (1) This rule applies in respect of a motor finance non-DCA complaint:
   1. (a) that is received by the respondent in the period beginning with 26 October 2024 and ending with 4 December 2025;
   2. (b) where the complaint relates to a regulated consumer hire agreement; and
   3. (c) in relation to which a final response has not been sent.
2. (2) For the purpose of calculating the eight-week period in:
   1. (a) DISP 1.6.2R;
   2. (b) DISP 1.6.7G;
   3. (c) DISP 2.8.1R(2); and
   4. (d) DISP 2.8.1R(4)(a),
   5. time will continue to run on or after 5 December 2025.
3. (3) A respondent must send the complainant a final response in accordance with DISP 1.6.2R.

1. (1) The effect of DISP App 5.2.1CR is that where the eight-week period for a respondent to provide a final response is, by virtue of the rule in DISP App 5.2.1BR, paused up to and including 4 December 2025, the time period for a response in respect of a complaint which relates to a regulated consumer hire agreement resumes on 5 December 2025.
2. (2) This means the respondent must send the final response to the complainant on or before the expiry of the eight-week period from receipt of the response, excluding any period beginning 26 October 2024 and ending with 4 December 2025 for which time was not treated as running by virtue of the rule in DISP App 5.2.1BR.

1. (1) This rule applies where a final response to a relevant motor finance DCA complaint is sent in the period beginning with 12 July 2023 and ending with 29 January 2026.
2. (2) If a final response is sent in the period beginning with 12 July 2023 and ending with 29 April 2025, DISP 2.8.2R(1) is modified so that the Ombudsman cannot consider a complaint if it is referred to the Financial Ombudsman Service on or after 30 July 2026.
3. (3) If a final response is sent in the period beginning with 30 April 2025 and ending with 29 January 2026, DISP 2.8.2R(1) is modified so that the Ombudsman cannot consider a complaint if it is referred to the Financial Ombudsman Service more than fifteen months after the date on which the respondent sent the complainant its final response.
4. (4) If a final response is sent on or after 30 January 2026, DISP 2.8.2R(1) applies.

1. (1)

    This rule applies where a final response to a motor finance non-DCA complaint (as defined in DISP App 5.1.3AR) is sent in the period beginning with 21 June 2024 and ending with 29 January 2026.

2. (2)

    If a final response is sent in the period beginning with 21 June 2024 and ending with 29 April 2025, DISP 2.8.2R(1) is modified so that the Ombudsman cannot consider a complaint if it is referred to the Financial Ombudsman Service on or after 30 July 2026.

3. (3)

    If a final response is sent in the period beginning with 30 April 2025 and ending with 29 January 2026, DISP 2.8.2R(1) is modified so that the Ombudsman cannot consider a complaint if it is referred to the Financial Ombudsman Service more than fifteen months after the date on which the respondent sent the complainant its final response.

1. (1) This rule applies where a final response to a motor finance non-DCA complaint (as defined in DISP App 5.1.3BR) is sent on or after 30 January 2026.
2. (2) DISP 2.8.2R(1) applies to a complaint falling within this rule.

1. (1)

    A respondent must update any information it has published pursuant to DISP 1.2.1R(1) as soon as is practicable to:

   1. (a)

       inform consumers of the pause to time limits for a final response to a relevant motor finance DCA complaint and a motor finance non-DCA complaint as set out in DISP App 5.2.1R(2) and DISP App 5.2.1BR(2); and

   2. (b)

       refer them to fca.org.uk/carfinance, which explains the reason for the pause.

2. (2)

    This rule applies until 23:59 on 26 July 2026.

1. (1)

    This rule applies where a respondent:

   1. (a)

       received a relevant motor finance DCA complaint in the period beginning with 17 November 2023 and ending with 25 September 2024; and

   2. (b)

       has not sent a final response in relation to that complaint.

2. (2)

    A respondent must:

   1. (a)

       promptly inform the complainant in writing of the extension to the pause to time limits as set out in DISP App 5.2.1R(2); and

   2. (b)

       direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the pause.

3. (3) This rule applies until 23:59 on 4 December 2025.

1. (1)

    This rule applies where a respondent receives a relevant motor finance DCA complaint in the period beginning with 26 September 2024 and ending with 4 December 2025.

2. (2)

    When a respondent sends a written acknowledgement in accordance with DISP 1.6.1R(1), they must also:

   1. (a)

       inform the complainant in writing of the pause to the time limits as set out in DISP App 5.2.1R(2); and

   2. (b)

       direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the pause.

3. (3) This rule applies until 23:59 on 4 December 2025.

1. (1) This rule applies where a respondent receives a relevant motor finance DCA complaint on or after 5 December 2025.
2. (2) When sending a written acknowledgement in accordance with DISP 1.6.1R(1), a respondent must:
   1. (a) promptly inform the complainant in writing of the extension to the pause to time limits as set out in DISP App 5.2.1R(2); and
   2. (b) direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the pause.

1. (1)

    This rule applies where a respondent receives a motor finance non-DCA complaint in the period beginning with 26 October 2024 and ending with 4 December 2025.

2. (2)

    Where a respondent has on or before 19 December 2024 sent a written acknowledgement in accordance with DISP 1.6.1R(1), but has not sent a final response in accordance with DISP 1.6.2R(1), the respondent must:

   1. (a)

       promptly inform the complainant in writing of the pause to the time limits as set out in DISP App 5.2.1BR(2); and

   2. (b)

       comply with (4).

3. (3)

    Where a respondent has not, on or before 19 December 2024, sent a complainant a written acknowledgement in accordance with DISP 1.6.1R(1), it must, when complying with that rule:

   1. (a)

       inform the complainant of the pause to time limits set out in DISP App 5.2.1BR(2); and

   2. (b)

       comply with (4).

4. (4)

    A respondent must direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the pause.

5. (5) This rule applies until 23:59 on 4 December 2025. 

1. (1) This rule applies where a respondent receives a motor finance non-DCA complaint (as defined in DISP App 5.1.3BR) on or after 5 December 2025.
2. (2) When sending a written acknowledgement in accordance with DISP 1.6.1R(1), a respondent must:
   1. (a) promptly inform the complainant in writing of the extension to the pause to time limits as set out in DISP App 5.2.1BR(2); and
   2. (b) direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the pause.

1. (1) This rule applies to a relevant motor finance DCA complaint where a final response is sent in the period beginning with 26 September 2024 and ending with 29 January 2026.
2. (2) When providing a final response in accordance with DISP 1.6.2R(1), a respondent must:
   1. (a) inform the complainant that the time limit to refer the complaint to the Financial Ombudsman Service has been extended in accordance with DISP App 5.2.2R;
   2. (b) set out the date by which the complainant must refer the complaint to the Financial Ombudsman Service;
   3. (c) explain that the six-month time limit contained in the Financial Ombudsman Service's standard explanatory leaflet does not apply; and
   4. (d) direct the complainant to the information published at fca.org.uk/carfinance, which explains the reason for the extension.
3. (3) For the purpose of complying with DISP 1.6.2R(1)(e) and (f) (if applicable), the wording to include in a final response is modified so that:
   1. (a) references to ‘within six months of the date of this letter’ in DISP 1 Annex 3R(1) and (2) are substituted with ‘within fifteen months of the date of this letter’; and
   2. (b) the reference to ‘is usually six months’ in DISP 1 Annex 3R(3) is substituted with ‘is, in this case, fifteen months’.

1. (1) This rule applies to a relevant motor finance DCA complaint where a final response is sent on or after 30 January 2026.
2. (2) When providing a final response in accordance with DISP 1.6.2R(1), a respondent must:
   1. (a) inform the complainant that the time limit to refer the complaint to the Financial Ombudsman Service is in accordance with DISP 2.8.2R; and
   2. (b) direct the complainant to the information published at fca.org.uk/carfinance, which explains why the six-month time limit contained in the Financial Ombudsman Service applies.

1. (1) This rule applies to a motor finance non-DCA complaint where:
   1. (a) the complaint:
      1. (i) relates in whole or in part to a regulated credit agreement; and
      2. (ii) does not relate to a regulated consumer hire agreement; and
   2. (b) a final response is sent in the period beginning with 21 June 2024 and ending with 29 January 2026.
2. (2) When providing a final response in accordance with DISP 1.6.2R(1), a respondent must:
   1. (a) explain that the time limit to refer the complaint to the Financial Ombudsman Service has been extended in accordance with DISP App 5.2.2BR;
   2. (b) explain that the six-month time limit contained in the Financial Ombudsman Service's standard explanatory leaflet does not apply; and
   3. (c) direct the complainant to the information published at fca.org.uk/carfinance, which explains the reasons for the extension.
3. (3) For the purpose of complying with DISP 1.6.2R(1)(e) and (f) (if applicable), the wording to include in a final response is modified so that:
   1. (a) references to ‘within six months of the date of this letter’ in DISP 1 Annex 3R(1) and (2), are substituted with ‘within fifteen months of the date of this letter’; and
   2. (b) the reference to ‘is usually six months’ in DISP 1 Annex 3R(3) is substituted with ‘is, in this case, fifteen months’.

1. (1) This rule applies to a motor finance non-DCA complaint where a final response is sent on or after 30 January 2026.
2. (2) When providing a final response in accordance with DISP 1.6.2R(1), a respondent must:
   1. (a) inform the complainant that the time limit to refer the complaint to the Financial Ombudsman Service is in accordance with DISP 2.8.2R; and
   2. (b) direct the complainant to the information published at fca.org.uk/carfinance, which explains why the six-month time limit contained in the Financial Ombudsman Service applies.

1. (1)

    Lenders and credit brokers must retain and preserve records:

   1. (a)

       relating to any regulated credit agreement entered into before 28 January 2021;

   2. (b)

       which meet the requirements in DISP App 5.1.2R(1)(b) and (c); and

   3. (c)

       that are or could be relevant to the handling of existing or future complaints or civil claims relating to discretionary commission arrangements.

2. (2)

    The requirement in (1) applies:

   1. (a)

       regardless of whether a relevant motor finance DCA complaint has been made; and

   2. (b)

       in the period beginning with 11 January 2024 and ending with 11 April 2031.

1. (1)

    Lenders, owners and credit brokers must also retain and preserve records:

   1. (a)

       relating to any regulated credit agreement or regulated consumer hire agreement where that agreement, in whole or part, financed the purchase of a motor vehicle, or a motor vehicle was bailed or hired under the agreement; and

   2. (b)

       where they are or could be relevant to the handling of existing or future complaints or civil claims relating to the payment (directly or indirectly) of any commission, fee or other financial consideration or remuneration including a benefit of any kind to a credit broker.

2. (2)

    The requirement in (1) applies:

   1. (a)

       regardless of whether a motor finance non-DCA complaint or a relevant motor finance DCA complaint has been made; and

   2. (b)

       in the period beginning with 20 December 2024 and ending with 11 April 2031.